Poor customer service

I have never been so drained from an online shopping experience, I logged for a return and the item was collected from me, by some shady guy no name tag, waybill or nothing now Superbalist claims to have not received my item and instead of following up with the courier company, they are sending me emails and taking me back and forth, I have to do follow ups and it’s really has been tiring since the 16 of May to date.. Never have I experienced such when it comes to online shopping