Paytm Mall - Damaged fake item delivered

Had ordered for a pair of sunglasses from PayTm mall app. The product delivered were damaged and i did ask for a refund on the product. But this so call app doesn't have a customer care number or anything. They have their own way of solving and i was asked to select the not so relevant option from the complaint box. Ultimately they initiated my refund policy and told me to wait for the delivery person to pick up the product. Process is once the product is accepted by the delivery guy the money will be refunded to you paytm wallet.
Now here comes the problem. Nobody came to take back the product. It's been lying here since months not a single person contacted me or nor anyone came to pick the product. On trying to get a solution from the site. They never responded back and ultimately i was told the product is not collected yet so the refund is not done. When nobody came to pick up the delivery then what is the use of filing a refund. What is this company doing. Shame on them, fake sellers and absolutely pathetic customer services by this company.