Snatcher is not loyal at all

I ordered a geyser faucet and they delivered something incomplete. I wrote an email to them and they quickly sent courier to come and fetch it. They kept quite for some days and I again wrote another email asking them about the way forward. They told me that the courier didn't deliver that thing to their place so they can't refund me as they didn't receive it back, but they know the place where the thing has been delivered to. I tried to give them the reference code that I got from the courier the day they took it, still they are not cooperating. That thing was a bit expensive. Snatcher is not good people please don't make business with them