Paid, but they never delivered

I asked for something to be transported, I received a quote, I paid and they said that they will contact me a few days ahead of collection. Never heard from them again. A week before the item was supposed to be at the destination, I said that I am worried that it will not be collected and delivered in time. After days they rep**** and said that the courier will collect it. I never heard from them again. They ignore my emails, they refuse to pay my money back. I had to make a plan and transport it myself. It is theft and *******ion to take money from customers but not deliver on their commitment.