Extremely bad service

You buy parcels from them ,you don't receive them and they will tell you about the return policy even though you have reported that the parcel is missing , you sent numerous times the complaints about your missing parcel still they repeatedly tell you stories when they have to refund or replace your parcel ,you feel like you are talking to a robot because the response is the same and the problem not resolved, if there's someone isesiible and empathetic in this company please resolve my problem.