bad user experience

why do some sites have an email address where you can contact their customer service department, when no one replies to it?

that's how it is with some companies. their site might look great and their products even greater, but a company's credibility greatly declines with its customers when an attempt at communication via email, isn't acknowledged or even responded to.

try the young women's clothing company, Triple Five Soul. i emailed them with a product inquiry (purchase of a coat) and to this day (it's been 2 weeks), i have yet to hear from them. a male friend of mine emailed them 3 days ago and also has not received a reply. all of the retail companies that i have ever emailed (ie. Gucci, Abercrombie & Fitch, Bebe, BCBG) have answered my inquiry within 24 hours. some companies send an automated reply acknowledging receipt of my email.

so did my email go through? should i send it again? is it lost in cyberspace? is the company just backlogged with email that they can't respond within a reasonable amount of time? or is there even anyone on the other end of that email address? without a response or acknowledgement that i'm a valued customer, its like talking to a wall.