Snatcher - ridiculously bad service yet again

My mom ordered something and it was delivered on 17 January. Upon opening it she realised she received the incorrect item. She immediately mailed them to let them know and only received a response on her 3rd email requesting feedback (this is after using the online feature requesting feedback as well). She was told the correct item would be ordered and sent through. After 2 more emails for an update WE STILL HAVE NO FEEDBACK! I had a bad experience myself but since it was a year ago I thought it would be different but nope, still same bad service. For mine I also had to turn to this forum to get a response after nothing when dealing with them directly.