Returned item not refunded - company denies collecting the item

I returned some items to superbalist, the driver collected all items on the order however superbalist then claimed that they never received one of the items. When collecting these drivers dont give you any proof of what they collected so you can imagine the amount of chances for theft this created. Worst experience I have ever had with a company. I cannot believe a company can ***** from the public and get away with it.