Bad after service

This is really sad I have to do this... but Snatcher is not giving me much of a choice. Purchased a sewing machine as a gift for my niece. Which she was excited and loved. But unfortunately barely used it and was not working right. Send emails to Snatcher for over 2 weeks now and not getting any news back. Snatcher was suppose to find out first if the company they got machine from has stock and then to pick up the faulty one. Customer service is not giving me the after service! I have given them enough time to sort out my problem and cannot wait any longer... looks like I need to find another online company that gives before and after service...