The Chennai Silks — missing items

Address:

Tiruvallur, Tamil Nadu

We went to the Chennai Silks, Tiruvallur branch for making a purchase. After getting home we checked our items and found that we didn't receive all the items that we paid for.
We were contacting the branch for three consecutive days just in vain. Our call was put on hold and then after waiting a brief amount of time, the call gets disconnected. This went on for three days. And after that, we were told that they couldn't find the package. Later, we were told that they do have our package and we have to pay for shipping charge if not they will declare it as our parcel was never found and will say that the customer already received the item and close the issue.
I did send out a brief email describing all the bill numbers, parcel codes to the online team and I got a reply asking me to forward the email to Customer care team which I did instantly. The next day, the ticket was assigned to some person as "Tamil Selvan" and in the very next minute, I got an email saying that the ticket is closed and the issue is resolved. I havent got any call or not a proper explanation for this and we haven't received the items that we already paid for. It's almost a month since this happened. This is very disappointing from a reputed organization as The Chennai Silks. Very poor customer service.
This is not the response that you are supposed to give to your customers.