BASH online shopping platform

I had a very bad experience from Bash, I ordered 6 cushions. I only received 3 the other 3 cushions were never delivered. I sent the bash team an email, I was told they won't be able to refund me as the fault is not on their side. After trying to find out what happened to my parcel,I tracked my parcel and only to find out the store failed to hand in my parcel to the courier. Few days when I checked on the app,they updated on my profile as if I have received the parcel. Till today I have not received my cushions.