Total Disrespect for their Customers

The first two times I bought from Snatcher went well. Then I placed a large order for Christmas and am now regretting it. A few of the small novelty items arrived damaged. One item was completely missing. And one of the pair of LED Christmas trees was faulty (the top three branches didn't light up and the base had multiple manufacturing flaws. I requested that the missing item be sent in haste as it was a Christmas gift for a small child who wouldn't understand why it wasn't here and that the faulty tree is replaced. I was told that there was no time to get it done before Christmas - very disappointing as these items were obviously bought specifically for Christmas. Then an email went around from Snatcher to apologize to the whole country for not being able to handle it's business properly over that time. I thought that was a sign that they'd attend to the many errors with sincerity, honesty, and consideration. I was mistaken.

I was then told that the child's gift was now out of stock - it wasn't when I bought it but they'd distributed "my" allocated one to another customer instead (no response as to why this poor decision was made). I was offered a refund and I requested that they find out if there was more stock available so that the child could still receive the item. No response. Again offered a refund. I gave up trying to be heard and accepted the refund. It still hasn't been done.

Then they told me the faulty tree would be collected on 4/01/2021. I had it ready for return on time but no one arrived to collect it. Almost a week later I received an email with return instructions. When I first spoke to them about the faulty tree I made it very clear that I wanted a replacement as I'd intentionally bought a pair. I stated this again during the return conversation as they asked if I wanted a refund (even though they already had it in writing that I wanted a replacement). The tree was then eventually collected and returned. They received it in good order and acknowledged as much. I was then asked if I wanted a refund or a voucher. Yes, they asked again. Literally about 2 days after I'd said for the second time that I wanted a replacement. I'd even said during the first conversation that they must tell me if they couldn't guarantee me a replacement, because then I wanted to return both trees for a refund so I could find a matching pair elsewhere. No response so only one tree was returned because I had to assume that no response meant there was no issue with the replacement.

Then I received an email stating that the refund would be actioned soon. I responded and YET AGAIN stated that I wanted a replacement and NOT a refund. I even asked if they listend to their customers at all because I'd said this so many times and had now lost patience with being ignored!

I've just received a payment notification of the refund for the tree. No refund for the missing toy.

Now the tree is not only marked as Sold Out, but the price has been increased by R130 in the past week. So even if they had stock, the refund wouldn't buy me another tree to replace the one I repeatedly asked them to replace.

I'm sick of this company ignoring me. I requested a replacement for the tree and they went directly against my wishes without even giving me the courtesy of an explanation. And then didn't even bother to process the refund that I DID actually ask for to reimburse me for the missing toy that they decided my nephew wasn't worthy of receiving.

I honestly don't know if I've ever felt so disrespected by a company before this. What does it take to get them to listen to their customers?