Ajio — product not delivered

I placed this order on 8th of Oct, for gifting my mom for Diwali and till date I haven't received my order. As per shipping tracker my order was out for delivery on 13th Oct, but not yet delivered. Have been communicating with Ajio customer service on a daily basis as I have already paid for it, but the service which m getting from them is pathetic. Firstly they are not ready to accept that it is there fault, they keep saying that your number was unreachable, but I have proofs that they did not contact me at all as I have been following up with their delivery partner too and they say that they don't have any parcel for me. And now when I ask them to return my money, they are also not doing that saying the product has to return to warehouse first but as per shipping tracker it is just circulating within shipping guys. It's been more than 20 days, n there is no sign of product delivery or refund. On top of this, the most annoying thing is the customer service attitude, they are super rude and don't show any courtesy or empathy. There so called supervisor Praveen is the meanest one. I'm really frustrated now, it's not just abt money but also about personal sentiments. I wanted to gift my mom before Diwali as I won't be with her this festival ☹️ wasn't expecting this from a reputed and big company like Reliance, far better service are provided by small companies and startups.