Firstcry.com — product didn't receive but delivery status showing its delivered

Address:

Bangalore, Karnataka, 560064

I ordered sebamed baby lotion on 9th sep, 2017 on firstcry.com.
Order no was 2504709qny2402542. They shipped it through awb no:108il[protected]. I didn't received the product, but delivery status showing it was delivered on 15th sep, 2017. I checked with all my neighbors and watchmen, response was no delievery from firstcry on 15th sep, 2015 or latter.
I ha contacted firstcry customer care on 3rd oct, 2017 to report issue. They promised me they are going to resolve within 72hours, but i didn't received any update. Then again i called on 7th oct, 2017 they told they are escalating issue and again they asked me to wait for me more days, i did and i didn't receive any update. Again i called customer care on 11th oct i asked them i wasnt to talk senior person, then they connected to hema (Team supervisor) there also same story repeated, escalation happed, personally looking, will reslove in 48 hours. But no responce from firstcry till date. It was my money for oredered and time talking with customer care without any resolution. I want to file case on firstcry for not delievering product and not providing any resolution after so many followups. Please help me.