Company doesn't accept responsibility for losses

The truck was booked for 15:30. The team arrived at 17:30 only. I had to follow up several times. They were extremely tired and appeared dehydrated as it was their 4th move for the day. The truck that was supposed to do my move just dissapeared and these guys had to take over. It was a bit disorganized. They had no paperwork with them for my move. Ended up offloading in the dark at 8pm. No torches for the guys for the truck. They used their cell phones. One box never made it (it dissapeared) and the company is not accepting responsibility. I was unable to inspect the truck with no lighting. I'm sure it stayed behind by accident or was left in the street.