ISSUES WITH RETURNS ON A DAMAGED PRODUCT

I normally have an excellent experience with Snatcher and have never had an issues, except for my latest order. I ordered an Airfryer which was damaged inside the packaging. It has taken my almost 2 weeks for them to arrange for upliftment. I have had to send numerous emails and logged issues on their website. Very difficult to communicate with them as they do not accept telephonic calls. The worst part was that this was a birthday gift. I now have to wait for upliftment and inspection before I receive a replacement. This left me in a bit of an embarrasing situation.