Cableflex - GT Direct - Difficulty contacting customer service

I recently ordered Jackie Chan's Cableflex machine online from cableflex.com. I have a question about my pending order and emailed them several times without a response. I then called the customer service number at Cableflex, which is not toll-free - 516-938-4518. I automatically heard a message telling me the customer service hours and then was put on hold for the "next customer service representative." I have stayed on hold up to 15 minutes. I have tried calling numerous times during the day and became concerned when I phoned after their office is supposedly closed. Even when I called after hours, I heard the same message and was then again put on hold for the next representative. I am wondering if no one is even there. I noticed on the website that GT Direct handles the returns. I just e-mailed GT Direct regarding this problem and hopefully will get a response soon. I am wondering if anyone else has ever had a problem with ordering a Cableflex machine online or has had difficulty contacting GT Direct. Thanks.