ZERO communication on return item, and no action either till today

I ordered 2 solar LED streetlamps. The one works fine, the other is defective (the entire LED section moves around in its casing).

Listed a return item on their website, nothing happened. Eventually contacted them via email (you cannot contact them via telephone), and a person by the name of Khairunisa Sheik rep**** on Wednesday 1 Dec 2021, asking when I wanted the item collected. I rep**** on Thursday or Friday. Jip, you guessed it - it wasn't collected, and no communication was sent out either, completely leaving me in the dark.

I contacted Khairunisa Sheik again on Monday 6 December 2021, stating that the item was not collected. Khairunisa Sheik said she was off sick (ok, I can accept that, but is she the only person that can attend to my issue in the entire company?). She then again asked when I want it collected, and I rep**** that the next day (7 Dec) would work for me.

Again, you guessed right - the collection didn't happen, and again NO COMMUNICATION was issued. Customers are COMPLETELY left in the dark regarding return items.

I then sent out a third email to Khairunisa Sheik asking for her manager to contact me so that this issue can be resolved. Again, NO FEEDBACK.

In my experience Snatcher is very quick to take your money when they sell you something, but very slow to address your concerns if there is any problem with the products ordered.

I have therefore decided to suspend all future purchases from Snatcher until this faulty unit is replaced.