Non-existent customer service

I stopped buying from Snatcher more than a year ago because of the absolutely awful customer service - it took them over 5 months to resolve an issue they created and the attitude was appalling. Now I tried again (against my wishes) when someone I care about asked for a specific (big ticket) item in a particular model that I could only find on Snatcher. As it is their birthday gift, I agreed. I placed the order on 9 May 2022 and it has still not arrived!!! By their own delivery process guidelines, the order is very late and this is so very upsetting because the birthday is today! I contacted Snatcher on Monday (16/05/2022) to bring their attention to the order already being late (status still said Processing and it should've been dispatched by then) and I eventually got a reply a day or two later to say that my order had been marked as Priority (due to already being late). I hoped that would mean it would still arrive in time for the birthday today. But the status is STILL on Processing now on 20/05/2022!!! I've tried to contact Snatcher again for the past 2 days but I am now just being completely ignored as though I don't even exist. And now someone important to me is going to have a disappointing birthday after I tried so hard to give them what they needed to finish their physio (difficult few years struggling with an injury) and get their health and happiness back on track. This is a dreadful way to treat customers. The order status is literally still exactly the same as the day I placed my order and nothing at all is being done to resolve this problem. You should be ashamed of yourselves for treating people like they are nothing.