Missing item no resolution

I made a purchase on Superbalist and received 2 boxes and one of them was empty and I immediately lodged a complaint. I was told to wait for 10-14 days they are waiting for footage .3 weeks pased and they gave me a refund option and that they will escalate my refund process. After 4 weeks they called and threatened me with the police that they will come to my place with the driver to make a statement and I had no problem I agreed and told them I will also open a case. I waited for their police and after 3 days of waiting I sent them an email explaining that I need a resolution to my query. They responded by saying they have investigated and the packaging was well packed and my item was no missing after they ask me for a box. Superbalist is a ***** itself because how do you process a refund and come weeks after and say no reshipment no refund items has been received. I had asked for them to escalate my matter to the head office but they keep sending me one old email it’s like they copy and paste that email. Mind you it’s my first time buying at Superbalist and they say I have been buying and making claims . I am so disappointed and exhausted by Superbalist.com service is poor , communication very poor , problem solving a disaster. I’m asking for them to solve my case if possible they should send me proof of their investigation because they rip us off our money. Where did my processed refund go ? Because you can’t process a refund and cancel it.