Woollen Wear — Took money but did not deliver

Address: sharman enclave, Ludhiana, India, 141008

Website: woollen-wear.in

Hi,
I am writing in regards to my Order#133345 from the website woollen-wear.in
I ordered from their website on 01/11/2024 and paid extra 75/- Rs for express shipping (2-5) days according to their website, now its been 8 days and I have not received my order, so I had to call theirv office, I called on Monday 4/11/24 to check the status to which Shilpa who attended my call said, the order has not yet been shipped but will be shipped today, when i asked her why to that she replied as it was Diwali holidays so it was not ship it on 01/11//2024. I understand that, but then why did they take the money for express shipping, now its passed Diwali time, the order should have been delivered by now but again no news, no communication once the order went through.
Today I had to call again asking about the order status as their website just says Shipped but no tracking number and again no information on the order, no email, no tracking number, the customer service is pathetic too, today someone names Tanvi picked up the call at 09:00am India time and she is clueless about the order, saying that she is new and that Shilpa knows about this request and that she is on holiday today, and that I will call you back to update on the status, as expected she did not call well I had to call up again at 03:00 pm India time, while I am making a international call from Dubai to chase and check about the order which was supposed to be delivered by now to Kerala It is 08/11/2024 and there is no news about this order, speaking to Tanvi at 03:00 she said actually there is a issue with this order, it has not been shipped yet. This is so unprofessional and shocker as the website says shipped but the office says it has not shipped and that let the owner come and she will talk to you. Wow this is really unbelievable. This is the first time I made a purchase and have to say, this is very disappointing
I have written emails and asked for cancellation but I have not received any call back or reply to my emails
And one more thing I did send a email to this d [protected]@woollen-wear.in & [protected]@woollen-wear.in
Please can you intervene as this is really sad that honest customers have to go through this pain and spending more money on international calls
Thank You
Mary