Bad customer service

I have ordered on snatcher online on the 04th July,got the e mail from them stating that the payment has been received,but when I check whether they have dispatched my headboard ,it doesn't show that the headboard has been sent ,no one is bothered to communicate with me,when I call their office,the answering machine refers me to the form that I need to complete for any query that I have. Iam not happy about their service.If it is difficult for them to communicate with clients,they must just close their online sales. It is my first time ordering something from Snatcher. Iam so disappointed.If it was possible for me to cancel my order was going to do so