Refuse to refund me

Runwaysale refuses to refund me because the driver of the courier company they used gave me a proof of collection. Runwaysale sale claims they didn't receive the parcel and won't refund me because I got the wrong proof of collection.

Firstly, as a loyal customer of runwaysale, who has purchased over a 100 times I have never had any issues when returning parcels myself.

This is the first that I have had a problem and this was a result of Runwaysale arranging the courier.

Secondly, it was the duty of Runwaysale to show the customer, me, a kind of waybill they will except. How am I suppose to know what kind of document is correct or not? I did not arrange the courier. Runwaysale did.

Thirdly, if you know that the Dawn wing uses a third party, shouldn't Runwaysale have informed me as a customer?

Lastly, I have proof that the parcel was collected. Isn't it now the duty or Runwaysale, Dawn wing and the third party, to consult with the driver? Why am I as a customer being punished for the incompetence and lack of communication from Runwaysale side?

This service is absolutely disgusting. Runwaysale should be able to claim via the insurance or the courier and not have such pathetic service with loyal customers. It is appalling that Runwaysale could not care less about their customers.

It has been months and they have still not resolved the issue.