Falsely accused of shoplifting, ignoring a customer compliant, and hostility over the phone

I have ordered 3 books on Urban Outfitters London but my parcel was lost. the customer service told me that I should call the delivery company in Uk - I am from Italy, you loose my parcel and I have to call the delivery company?!? Then, after 1 month, they wrote me my parcel was sent back to me but unfortunately one of the items I have ordered was no longer available...Today it has been 1 month and a half I am waiting for the parcel and I still haven't receive it...I love the urban outfitters staff but their services are not customer oriented at all and I will never purchase anything else in my life