Shree Maruti Courier Service — Delay in delivery and poor/no communication from executives

I sent courier from Sec. 20, Kharghar to Pune on 31st March, 2021. However, it was not reached and therefore, I started coordinating with representatives from 4-5 April. (Mob. Nos [protected], [protected], [protected]). However, i got standard response that they are trying to trace my courier. Finally on 8 April, I got number of regional manager (Mr. Prashant [protected]), who told someone to check all the details and revert. on 12 April, I got a confirmation from Mr. Prashant that my courier is lost and I have to coordinate with the Sect. 20 shop for my refund.Accordingly on 14 April, I went to the Sec. 20 shop and I was shocked to hear from your representative that the above consignment was wrongly sent to Sawantwadi and now they have called it back to Pune and it will be delivered either on 14 or 15 April. On which I told him that it is a food product (Almond Butter) and its been more than 15 days since the product is in transit so there is a possibility that product may not be etable condition. So when the courier was delivered to our customer, our customer informed us that the product is not in edible condition because it got fungus. So I again informed the same thing to your representative on the same day and asked him to guide me for the Refund Process.
On which I got another shock that he was only not aware of Refund process and he said he will refund me the money and I don't have to worry about it. Also he told me that he needs 2-3 days for the refund process and he will get back to me. I informed the same to Mr. Prashant on which Mr. Prashant told me to be rest assured because Shop Guy took the responsibility and he will refund. But he further told me to either send whatsapp or email. Accordingly, I sent whatsapp on [protected]. However, till date, I have not received any intimation so again today on 20 April, I called Sec. 20 Guy and he said for refund I need to send back the product to your Pune Office. Therefore, I made complaint through email also and writing here also.