Snatcher not responding. Worst online experience ever

I placed my very first order with Snatcher on 11 June and the delivery arrived on 3 July (more than 3 weeks later!). Of the 3 items I ordered, one was fine, one was not included and the third one, a DC UPS came with explicit instructions on the box that the manual needs to be red before using the product. Unfortunately, there was no manual. I reached out to Snatchers immediately on your website after the delivery arrived to advise you of the two issues. After I received no response, I sent you an email (***) on 9 July. I received a delivery receipt informing me that it may take up to 48 hours for Snatcher to respond. Today is 13th July (4 days later) and I still have not heard from Snatcher. This is completely unacceptable. I am sitting with a product that I was not able to switch on as yet. This is my worst ecommerce experience I ever had. Please get back to me with the highest urgency.