Shipping error costs end user

I have placed an order 12/3/2015. When the box arrived, there was only 1 item in the box. After queries, I found out that I received 1 box from 2 and box 2 from 2 was still outstanding or missing. I started the return process 08/04/2015, this we do for items not packed in a box but invoiced. Justine did not want to do the return and stated that I signed for box 2 of 2, but never did - they only discovered weeks later that the box was never processed and I received it 6 weeks late. I returned the box with the brochures I ordered as they arrived after close of the campaign, but Justine now refuses to refund the brochures. The service in general is shocking and Justine does not respond to any of my correspondence.