Very bad service

I have ordered some items for over R500 on July 7th and received a confirmation email from Snatcher since my credit card was debited. On Sunday I have tried to login to my account to track my order, I have received an error message that I do not have an account with them. I logged a ticked with Snatcher on Sunday to find out what's going on, they never rep**** to me. Yesterday I sent another email still unanswered. It has been 8 days since I placed my order, no tracking number has been received; I called them on Monday and have been put on hold for more than 10 minutes without being assisted.