Terrible Service

I am so appalled at the service I have received from Snatcher, its not my first time ordering from them so I was very confused when my order took so long to arrive, they sent no communication and when I followed up they sent me some bot-generated generic message of "supplier delivery issues" and when I sent a response, they sent the SAME message! So now I can't even trust anything they say because there is no transparency as to the order's progress, and after I followed up they STILL didn't even care enough to look into my query, just sent me some really nonsense email. Where is the customer service/care??