Snatcher Very poor Service

I ordered a garment steamer from Snatcher on order # 172020, lat month which I received at the begining of this month. The steamer is supp**** with what is called a French/German mains plug, which is not ideal for the South African market. I tried unsuccessfully to fit this plug into a number the correct EU to SA plug adaptors, but it would not fit. I immediately sent Snatcher an email requesting a replacement or a refund to which I received no reply. After the 3rd resend, I finally received a reply requesting me to send picures of the defective plug, which I duly did. I do not understand why I would even need to do this, as they should surely know exactly what plugs are fitted to the products that they sell. After I received no reply again. I resent the email and when I did get a reply last week, I was asked to put the steamer into the origonal packaging and that it would be collected and checked by Snatcher before they would refund me. I sent an email last Thursday confirming that the package was ready for collection at the same address to which it was sent. As of now, nobody has acknowledged my email or collected the defective steamer, despite me now resending my email to them twice yet again. I will never do business ith this company again, and they can take a lesson from Takealot, whose service is impeccable.