Indiacakes - Delivery did not happen refused to provide refund in terms of original payment mode

I recently had a really bad experience with @indiacakes
For them customer satisfaction is least of a priority.I placed the order after multiple telephonic confirmations frm d executives. Ordered on: **th Jan delivery was supposed to happen on **th Jan (anytime). I even paid extra delivery charges. It costed me ***/- in total. I ordered a cake as it was my friend's birthday.
On the day when cake was to be delivered I called them in the morning just to take a confirmation.They assured that delivery will happen by *pm. I waited patiently till *:**pm nobody gave me any update. At last I called them to take the status of my delivery very conveniently they told me that they couldn't arrange the delivery.

Blunder*: Point to note here is their customer support closes at *pm sharp & I was not being told about the status for the entire day.
Blunder* : They promised me a refund,as it was *pm already & I was discussing my issue with them, they were in a hurry to close their shift and did not inform me about any refund policy.when I asked what needs to be done for a refund the executives told me to write an email and said everything will be managed and dropped the call

I wrote an email the same day stating all that has happened. I did not even receive an apology mail.After waiting for few days and not getting any response from their team.I called them again. And the executives told me that it takes **days.I waited patiently but it was of no use. I had to call them again yesterday to remind them about my refund

Blunder*: the executives now told me that I can only get a coupon they don't refund at all.i don't know what took them so long to figure this out.i was really angry this time as it was d matter of ***/- & after all that I have gone through they expect me to shop from their website again.
Blunder*: I kept telling that I would like to talk to your senior & I don't want coupon but the refund as it was company's mistake & to my utter surprise the way their entire customer care department started behaving was unbelievable.They starting disconnecting my calls as they realised that I am again the same customer. One lady pretended as if she is not able to hear me and kept the receiver aside while I could hear executives laughing n talking when I told her that you are on a call record pls don't pretend that you cannot hear me, she immediately disconnected #shameful