Mandhana Industries / Being Human — product and customer services

Website:

www.beinghumanclothing.com

I've placed an order with 2 cotton chinos on October 14, 2018. I still haven't received the product yet and tried to call their customer care number (+91 [protected]) two days before, the person who picked up informed me that he's security person and don't know anything about the orders, and asked me to call after 11 AM next day.
I called again next day around 11:15 AM, the call was received by a lady. I explained the whole issue with the order details. After listening to it, she responded rudely that the concern person is not available today. try to call tomorrow. I asked again to just provide me tracking details, she repeated again that the concern person will come tomorrow and only the concern person can answer the query.
I asked her that you guys, with this big brand name and value, have only one person handling order related queries? She responded curtly that YES we have only one person to answer the queries.

So now I don't have faith in them that if they'll deliver the product. And I'm afraid of cancelling the order and asking for refund as well because if they would take the money as they are failed in responding about the order tracking details.