Poor After Sales Service

I have been purchasing from Snatcher for a number of years. Some of their products are quite Good and have been very useful while others particularly those that include electrical components turn out to be "Cheap" Ch**es Junk and Stop Operating in a Short Time. Over the past 4 or 5 months Snatcher seem to have changed Management who Appear Not to Want to Honour Their Return Policy. In early January of this year they Advertised Neck Support Cushions. The Choices were with a Blue or Red Cover - I ordered one with a Red Cover and one with a Blue Cover. What I received were Two Cushions with Black Covers - Black was Not Even a Choice. On inquiring with Snatcher Their Response was "That Was All They Had" On 16 January I Ordered 1x Non-Stick Flat Pan and 1x Air Fryer Accessories Set. My order was delivered late evening on 23 Jan. On delivery I noted that the the Outer Package was Damaged and I brought this to the attention of the Courier who asked me to examine it before acceptance which I duly did. There did not to appear to be any damage.As it was late I did not unpack the parcel any further. The next morning on opening the Items i found that the Non-Stick Pan had Numerous Scratches on the Non-Stick Surface, some were even under a loose paper label attached to the handle. These scratches could not have occurred during Transit as the Cellophane Wrapping over the Pan was Not Damaged. I Immediately sent an e-Mail to Snatcher informing in Great Detail of the Damage. I immediately got a "Confirmation" of Receipt and a Reference Number saying that the Fault would be addressed in 24 to 48 hours. The next day 25 Jan I got a mail from Snatcher requesting to " Elaborate on the Fault" and Send Photos. I Immediately Rep**** that my Original Mail had All the Details of the Damage and that the Photos would be Forwarded Separately, which I Duly Did. I then Received an Acknowledgement with another Ref Number and a Request to Forward Full Details of the Fault. Every time I send a Message to Snatcher i Get the Same Response Requesting Full Details of the Fault and Another Ref Number. We Now Seem to be om a Merry-Go- Round and I am at My Wits End as How to Procede.