URGENT REFUND REQUEST!!!!!!!

AN ABSOLUTE NIGHTMARE DEALING WITH SNATCHER!!!!!!.......I placed an order on 15 Feb.......order no 251041. Since then its been a agony ride......and about 30 emails from me to them......theres no actual customer service landline,apparently talking to somebody is not allowed. Ive been trying to get a refund BUT all i get is an email stating account dept. Wil eventually sort it out........its 3 April today......HOW CAN AN ONLINE STORE BE SO BAD AT CUSTOMER SERVICE??????????