Snatcher- you are a massive disappointment or are you just snatching our cash?

I wrote with regards to a delivery to Hello Peter on the 16th January, Snatcher was quick to respond stating i will receive my order that week. Sadly we are on the 24th January and I have not received my purchase. I asked for a manager to contact me, but that has not happened. I receive emails with no details or explanation or solutions. This is not how an online business is supposed to work. I am extremely unhappy , this was a lot of money I spent on a product and still not to have it is unacceptable.