Unfortunately, with the rapid increase in demand from new customers, it seems all major cryptocurrency sites are struggling to keep up with customer support.

Recently users have complained that Kraken is taking weeks or even over a month to respond to customers.

Kraken and Coinbase are two very different sites, with Kraken being an exchange and the Coinbase being more of a "cryptocurrency retail store".  For the services and payment methods Coinbase offers, they charge higher fees.

You can see a full comparison of the two here https://buy-ethereum.io/coinbase-vs-kraken/