Not as good as they used to be

My last two orders besides taking longer than the indicated time to be delivered, arrived without some of the items. When this first happened Snatcher contacted me to let me know there were items out of stock, offered me a refund or voucher, I opted for a voucher and got it within a couple of days. The last order I had to contact Snatcher to let them know items were missing, it took at least a week for them to respond to that, they again offered a voucher or refund, I chose the refund, that was at the beginning of Jan 2023, again it took over 3 days for them to respond, they said I had to send my bank details , proof of bank details which I did, the same day, three days later I got a mail saying it would take 7 days to effect the refund, it is now almost 10 days since I received that email, and I have had no communication or refund. They were very quick to take my money for items which they did not have in stock, never advised me of the shortfall but are beyond slow to return my money.