IGNORANCE IS NOT GOOD CUSTOMER SERVICE!

Snatcher is an online shopping centre. I have ordered from them since October last year (2018). The very first order was awesome! Less than a week waiting time. So I decided to do my Christmas shopping from them. Huge mistake!! Firstly, 2 of my items I ordered and paid for in advance was out of stock! How do you allocate your stock being online? If I place the order, it should be allocated to me, especially if I pay for it in advance. Also, I was not informed of such. Only after my order went over the 10 day delivery period, I enquired (a week before we close for December holidays) Then only did they tell me it's on hold due to no stock. I asked then for the item to be replaced with the similar just another colour as they had that in stock. They confirmed that they have and will send to me. I received my order a week after we closed for holidays only with the courier to call me because nobody is at my delivery address and I asked him to bring to me as I have changed the address with Snatcher, he was good enough to comply. Upon receiving my order, the one item is not included! I tried calling them immediately with no success. Upon return to work in January, I emailed them with a complaint. She answered me twice. I have all correspondence between us. I still have not gotten my product nor a replacement nor a refund. I sent email every day with no answer back for the past week!!