Collecting an item that was never delivered

I did not receive one of my items in the box when it was delivered. Sent an email. As per the email it was stated that the item as not packed by the warehouse and will be resent with a return request. Today a driver came to my house to COLLECT AN ITEM THAT WAS NEVER DELIVERED. This is after I explained to the person emailing me that I DID NOT RECEIVE IT. Now I received an SMS again stating that they will reschedule a return. I am going to give you a f***** empty paper bag. There is also no phone number available to talk to a real person.