Zoomin India — rude and misbehavior i had received from zoomin customer care

Address:

Zoomin, Jetha Compound, Dr. B.R. Ambedkar Marg, Byculla (E) Mumbai Mumbai City District Maharashtra India - 400027 Landmarks: Opp. Nirmal Park

I have ordered hardcover premium glossy photobook 5.5'- 32 pages designer cover bearing order no zo-0362c406c5 on the 15th of aug 2020 at 11:35 pm with express option of delivery and also for that they have charged me rs. 129.00 + 71.82 (Tax) additionally by giving an assured timeline to reach within 3 to 6 days, but it was already 19 days expired, and still i have not received my shipment. They have dispatched the order through e com express on 18th aug 2020 and on 25th aug 2020 they have updated that order undelivered due to address pin code mismatch but in actual there no delivery attempt was made by the delivery person. After that, i have contacted through e-mail (As there have not any customer care no) several times with zoom in and also with e com express to get delivered because it was important for me to get delivered within the stipulated time (That is the only reason i have paid additional charges and go with express delivery) because it was for gifting purpose to someone on his/her special day but unfortunately it was not done.

Company details are hereunder:
Zoomin, jetha compound, dr. B. R. Ambedkar marg, byculla (E) mumbai mumbai city district maharashtra india - 400027 landmarks: opp. Nirmal park

I had filled a complaint regarding the above matter through consumer complaints on 04-sep-2020 and after that, i had received a call from customer care on 06-sep-2020. They want to know about my issues, in reply to their question i had shared my problems and overview to them. After getting reply they want to apologize, but in the space of apologizing, they are talking rudely and ask to me that they can refund the amount but can not deliver my shipment and due to their rude behaviour i had asked that i want my shipment don't get a refund but they do not agree to send my shipment again.in the meantime, while i was informed that i would file complaint against them to consumer complaint they asked don't high speech and also have threatened me that "you can go anywhere and can do anything but you will neither receive your shipment nor your refund".
Now i want full refund of money with penalty and also wants to get my shipment as early as possible.