Croma — Non delivery of product ordered and paid for 3 weeks

Address: Croma, Phoenix market city Kurla

Placed an order for multiple home appliances at Croma, Phoenix Market City Kurla on 18/feb. One of the products hasn't been delivered yet beyond the committed delivery date. On multiple follow ups/ messages/ calls which have gone unresponded to, i reached lout to customer service to check on status. The order tracking number onsite says its not been shipped yet. the customer se4rvice representative however 1. cannot commit to a delivery date 2. cannot cancel the order 3. cannot issue a refund. After 30minutes of being on the call, he transferred me back to the store rep, who wasn't taking calls to begin with. The rep cannot trace the extra payment i was charged for the 'zipcare' warranty, which i am also seeking a refund for. and has asked me to wait till someone from their end reaches out - n o commitment on any action requested - delivery date or cancellation or refund. Highly frustrating experience and disappointed that even reliable companies don't have effective service interventions to minimise issues a customer faces.