What happened to my order?

I have always had excellent service from Snatcher until now. I placed my order on 4 January and I have had absolutely no feedback with regard to my order (which I still haven't received). They don't respond to the messages I have sent. They haven't even acknowledged the messages. I tried phoning but they don't take calls. I have emailed. Hopefully this will get their attention. When you take someone's money for goods or a service, it is your obligation to keep them informed.