Service and Slow response impacting product availability, unacceptable

I am a regular Snatcher consumer. The products and price is great. The delivery time can do with much improvement. I'm unsure why it has to take 10 working days.

What upsets me as a costumer - the service and response time from Snatcher customer services. I am currently experiencing my third disappointment in this regard where for nearly 3 weeks no one has responded to me (a request from their side to which I have responded, twice! With no response yet.) On a previous occasion, the non response led to the product which I purchased no longer being available. It is absolutely unacceptable that this happens as a norm, but only the customer is negatively impacted.