Very Bad Service, canceled order without explanation, unattended call centre

I placed an order with snatcher online on the 19th August 2021. I then received a confirmation of order on the 26th August 2021. Yesterday on the 30th August, I received an email indicating that the order has been canceled. I phoned on the number provided on the website and I've been been caller number for the past 2 hours. I ended the call and started a new one, of which I've been holding for more than 1:30 minutes. I'm starting to even think that all the reviews are bought. How can you rate a business a 5 star for prompt response and early delivery whereas my order has been placed since the 19th August only to be canceled without any explanation.