Netmeds — Non delivery of product

I am a regular customer of netmeds ordering medicines for my mother and mother in law. for the past 3 months, the order delivery is getting delayed and it needs regular follow up for the medicines to be delivered.
This month i ordered the medicines on 1st May. The medicines, as per the app, got shipped on 2nd May but the medicines are still not delivered. Mails to netmeds on their customer service/twitter/facebook get standardised mail saying it has been handed over to the courier service and they are following up. Despite repeated follow up, the medicines were not delivered. yesterday I asked them to cancel the order and refund the money. There is no input on that either. The app still shows that the meds are in transit. They are simply unapologetic that delay in the delivery of meds means playing with the lives of patients.