Disappointed with poor service

I have bought a few products on snatcher and have been satisfied with their service until my recent ordeal.

I placed an order for 15 blood pressure monitors and after following up on delivery of the products. I was sent a link with a **** tracking status of my order. So later on during the day I sent another follow up to find out where the courier is. A lady called Dorothy then forwarded my email to fast n furious courier asking then when they plan to deliver. Luckily fast n furious immediately rep**** and ccd me and said but they never even received the parcel. A whole 6 days later. So I responded to Dorothy asking her to cancel my order and issue me a refund. Not only did she lie about my order being shipped she never even tried to get me an emergency delivery like I do for my customers if I have a backlog. She asked for my account details on Monday and have since ignored my follow up emails. I have attempted to send one again this morning she just ignores me for 5 days. I paid R2,955.00 for my products and now awaiting my refund.