Satvik Shop — Item not received

Website:

satvikshop.com/

Ordered three items from the website on 12.04.2013. The items were shipped separately and i had received prior e-mail regarding shipping of the items. Of the three items, two received in good condition while the third one was not received.Thereafter i received e-mail completion of the order. In the e-mail the receipt date of the two items were mentioned while against the third item was left blank.
On checking the shipment e-mail it was found that the AWB no. provided was found to be invalid and it was confirmed with the concerned courier agency. I had sent an e-mail on issue to the customer care but no reply was received. Then i called the customer care phone where an executive informed to me that the item was delivered to a wrong person in some other state and my complaint case ID was created and promised to sent a fresh product within 7 days (from 03.05.2013). Thereafter no response received for two weeks. I again wrote a followup e-mail to them on 17.05.2013. No response received. Repeat reminder sent on 21.05.2013. No response again. Then i called up their customer care, the executive present told that the issue is taken up with the higher management and we will definitely resolve the issue within 2 days and you will receive your item within 7 days.
Thereafter no action was taken and no information was provided by the customer care. I again called up the customer care in the month of June, this time a different executive was present which again said the same old story as her predecessor. Then i received a call from their customer care manager in July, who told me to bear with them and apologized for the issue taking so long and promised of resolving the issue and that the item will be delivered within a week. I told him that if the item is not available then please refund the amount, to which he agreed.
Now it is August and almost 4 months have passed but the issue remains unresolved. If it the right forum to direct the grievances then i would request for a resolution.

The details are as under:
Oder No. [protected]
Date of Order: 12 April 2013
Complaint Case ID: 391982 (created on 03.05.2013)