Pathetic Service

Defect product delivered, contacted snatcher via email and after more than 48 hours there was no response. Had to send a follow up mail to get a response that does not entail the entire process. I asked the the item be collected when the new item is delivered then only was I told that they need they defect item before a new item can be delivered which means Snacther has my money and now I must wait for more than two weeks for delivery again. Absolutely pathetic service. Seems like it is a common issue on the product I order as well judging from the client feedback on Facebook and you website