Khadim's — Online prepaid order delivered after 10 days

I placed an order on khadims on 27th of August and it was a prepaid order. I didn't receive any tracking number or the name of the delivery service company. It's been 10 days now, the khadims website shows my order is still processing. The customer care representative is very inefficient in his job, he kept on saying my order will arrive via Delhivery. But there was no package corresponding to my order number on the Delhivery website either. I mailed the customer care, I called them, no response. A customer has no clue if her order is at all dispatched or not, cannot track it. And the concerned company, Khadims CANNOT provide a solution. I expect my grievances will be taken into consideration and serious measures will be adopted.