Bad customer service from Snatcher

I'm disappointed, my automatic facuum/mop machine arrived on 7th September 2022 with its box tampered with, no charger, no user manual and the bristles and wheels had long white pet hair entagled in it. When I tried to charge it with a universal charger it didn't want to charge. I sent a request to replace it the day after it was delivered on the 8th September 2022. I had to send several emails before receiving a reply. Eventually I receive an email to say they will come collect the broken machine but ever since not a single word on when they will collect and replace the machine. I just feel this customer service is bad.