Snatcher - Poor customer service Aug 2021

I have spent most of my working life of 42 years working in Supply Chain Management & Customer Service. Therefor delivering products of the best quality at the best price in the shortest of lead-times to the correct address and keeping customers informed all the time. I placed an order with Snatcher Online on 24th August 2021 and paid in full. They upgraded their website and my order is suddenly "missing" and I can't track & trace the status of my order. I sent an email 1 day ago and also tried to call the company today. After waiting a few minutes I realised that I am the 16th customer waiting in the queue for my call to be answered. This is unacceptable and poor customer service, so I discontinued the call. The question is, what now? Do I wait and wait or do I try to call them again, to try and determine what is the status and whereabouts of my order? They need to improve their communication & customer service drastically to remain competitive in the online e-Commerce business. Regards