Apollo Pharmacy — Order not received but marked delivered

We placed this order for my father (77 yrs old) via the Apollo 247 app.

Order #[protected]
Order date: 24th Aug, 2022

The order has been marked delivered but we never received the order.

Initially, the order was scheduled to be delivered on the same day @7:30 pm. Then we got an sms that it had been delayed due to rain in the area and would be delivered by 08:30 pm. Then another sms that it could not be delivered by their partner. Next day, we got a message that it would be delivered in an hour by their delivery associate (his name was mentioned).
Then another sms that it had been delivered.

But, we never received the order. We did not even get an OTP like we always get when Apollo person comes at our door and verifies the OTP before handing over the order to us.

Since then, we have made umpteen attempts and raised tickets. A customer care person called us too to confirm if the order had been delivered. We clearly told him that it's not delivered.

Now multiple times, we get the same template response- they have raised the concern, followed by another response saying that they are confirming order has been delivered. And again I respond that it hasn't been delivered. The same cycle continues. No one has reached out to us since that one call from them.

For such an aged person with multiple ailments, these medicines are required very urgently. We don't know where to go, it's very tough for him to walk either. And on top of that, this irresponsible attitude from a reputed pharmacy.

Kindly help.