Missing items from order TWICE

Okay so I placed an order in January for my son's birthday and something was missing. I contacted them and they said they checked CCTV and it was definitely included (it definitely wasn't) and basically ended the conversation. Someone else got him it for his birthday and I sort of forgot about it, but I've just ordered two fuddlewuddle cows and only one is in the bag!! I feel like I'm being properly scammed by an actual company. I'm already dreading contacting them - has anyone had this?