Puma — Product not delivered, no proper response from customer care

I had placed online order for Puma shoes and had prepaid the amount for the same. After two days I got a notification that order was handed over to consignee, however nothing was delivered to me.
I raised the issue same day and despite several reminders and long hold calls Puma executives only give one sentence answer - we are checking with our transport team.
They are not giving refund or sending another pair to us, we are expected to wait forever for the order, even executives are giving reply like some pre recorded message and not ready to listen or act on the same, very disappointed with what we thought was an esteemed brand