Worst customer service by snatcher

My sister bought 5in1 magic pans and she is not happy with the pans but snatcher is giving her thr run around with collection of pans.. Her order number SRN283276..

The emails she is receiving from Lungile Zulu at snatcher keeps on changing at first she said they are going to charge 15% handling fee.. Then after that she send another email that snatcher wont collect the pans... Snatcher is the worst online shopping. Poor customer service. We are now sruck with the pans that we don't like and snatcher doesn't even bother to communicate. I will never recommend this company it sucks