Looking at their website click here gives a combined telephone/fax number 0870 360 9721, is this the phone number that your mate is using, if so, why cannot they get through!.
I also notice that they offer a direct on-line contact 'Chat to a member of our staff', as this contact route been tested!.
One thing that I noticed in their terms and conditions, were their 'voluntary' code to return goods, no mention of the distance selling regulations. Plus the mention of a possible £20 charge!.
Other than that, I have no knowledge of the company, assuming this is the company that you are seeking advice on.