IndiaCakes.com — Paid for cake and extra for delivery no cake delivered

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Ordered a surprise cake for my Nephew, I paid extra for delivery as they sent an email after placing the initial order saying delivery will cost more…
Cake was supposed to have been delivered on the 10th of July and 12th July still nothing has been delivered… their live chat colleagues have no idea what is going on… one is saying delay is due to heavy Rain, other is saying franchise is not accepting orders the email says it’s due to ‘Eid well unfortunately the Rain season started few weeks ago so we know it’s going to be Raining and the cake was ordered for ‘Eid so clearly it’s going to be a busy period of your are genuine cake merchants you would know these things already…
I asked for a refund I don’t want a Coupon as I don’t want to order from merchants with bad unreliable service…