Room for improvement

Ordered quite a few items on Snatcher but was not completely satisfied with one of the items as it looked worn and was damaged. I spoke to Dorothy, who was very efficient in assisting while I was waiting for my package but went completely silent on me as I enquired when the item will be picked up so that I can get something else in return. I was initially OK with the service but the silence is disturbing, considering that I am still paying for my stuff via payflex.