Club Factory — stalling my return and refund process

Website:

www.clubfactory.com , www.m.clubfactory.com

I got a product from club factory while i was not a registered customer as they have an option of guest order which has the option of cod. After ordering the product, i downloaded their app and registered myself through the same mobile number which i used to order the product. After signing in on the app, i ordered numerous products and all those products were delivered before i got the delivery for my first order - the guest order. Once i received the order, i understood that it was a ripoff, the quality of the material was not as it was advertised in the picture, i got an over-sized product. I couldn't file for a refund as the order was not showing up in my orders as i had placed it before registering with the app. There is an option to find guest orders but the two numbers cannot be the same, and you can't enter a different number than the one used for ordering which is the same as the one i am registered with. So, i filed a complaint with their customer support just a few days after i got the order.
Now whenever i visit the customer support, they ask me to follow the same steps to find the guest order every time even though it does not work and they have this chat system so they ask you very politely to follow the steps again... After doing it a few times.. I came to know that you can't find your order by following those steps... But they harass you even further.. They ask you to send a screenshot of the same steps every time.

Another ploy that they have been using is ticket escalation. They tell me the request has been escalated and their team is working on it.. But whenever i check back with them there is no positive response. None of their customer support executive who i get to chat with is able to understand the issue even after i give them the order number and the escalated ticket number. They ask me start over again with the same steps and then sending them the screenshots of it. I have already done this around 15 times.