Candere A kalyan jewellers Company - Lying about refund being initiated

I bought a gift for my child based on the description given on the website. When the product arrived it was nothing like the description. It was very long and flimsy. So I asked for a return. They initiated the return promptly and the product was picked up as well. They accepted to refund the full amount too as it was not used and returned immediately. But since then I’m talking to different agents one saying the refund has been initiated, another saying the refund has not been initiated yet, and the quality check team should pass on the case to them, from there they will pass it onto the accounts team and they have to initiate the refund. Two other agents told me that they have initiated the refund just so that I will get off their backs, and I tell them to send an email with the details of the refund, some send an email stating the refund has been initiated but without any further evidence like a reference number. There is no way that the problem can be escalated. When I can the customer care, the call gets disconnected before connecting to an agent, when it does get connected, they lie about the refund being processed. Whatsapp is the only other way to reach them, where they don’t answer the queries. They have robbing people of their money and trust.