Bad customer service

I ordered a ups from Snatcher, no expected date of arrival was given. I queried whether it could be cancelled since it had not yet been despatched. I was advised that a 15% handling fee would be charged. I disputed this as it contradicted their conditions that state no fee applies if not yet despatched. I also asked when the item was scheduled to arrive as I would rather take it than loose the 15%. After several days and many emails still no response from Snatcher. I by some fortune got the pop up assistant on their site the one day and sent her my message upon which the agent who dealt with me responded, again not responding to the questions asked. Again after many an email to them, still no response. Their contact number is no longer answered but has a recorded message referring one to send an email. I dealt with Snatcher a couple of months ago and had a very pleasant experience, given it was a different customer service agent to the one I now have the misfortune to have to deal with.