I love Snatcher but I have ONE issue

I love Snatcher, I got some pretty good deals in the past. My only issue is when there is a problem with the order, getting hold of them is as lengthy as getting an order update. And even then, Snatcher decides what to do to resolve the query. I ordered stuff for gifts, some arrived broken and scuffed, and they, out of their own, decided to refund me. I ended up having to find 3 more gifts on short notice. Except for that, I have really enjoyed my experiences with Snatcher.