Items not received yet they got the money for them

Have an issue with an item that was NEVER DELIVERED. yet it was paid for. Sent images of the packaging that had gaps in the sides. One set of t10s in a tiny little bag. The other set MISSING. ALMOST TWO WEEKS AND ZERO CORRESPONDENCE. IF YOU CALL IN THEY SAY EMAILS WERE SENT. NONE WERE EVER RECEIVED. THEY SENT A DRIVER TO COLLECT A RETURN ITEM TWICE FOR AN ITEM NEVER EVEN SENT OR RECEIVED. YOU USE THEIR OWN CUSTOMER HELP AREA ON THEIR WEBSITE AND ALL YOU GET IS 'THERE WILL BE EMAILED CORRESPONDENCE' YET NONE HAS BEEN MADE