I initiated a BCH-ETH transaction on 2nd January 2018. Within 3 minutes they received funds and updated that they received funds and exchanged within a minute. Now from 6 days i am waiting for the message 'Sending to wallet'
Their support does not reply or they reply that they will take another 48 hours.
And next time i again sent an email to support by changing interest of coin to Ripple. I strangely got the same reply next day.
That means nobody in support is looking at the TicketID or what the issue is. They just see which coin user selected while generating a ticket.

Looks like the are going to SCAM big. Today even their website was down for couple of hours 404 not found, later restored.

If they were not scam they should have discontinued the new trade till things get settle down for them, but they choose otherwise.

Beware exchanging at Changelly.