Medlife - Medicines missing and no response about refund

I have been a regular customer of medlife since last * year. On *th June I re-ordered the medicines with Order no #OR****BQ-***A. It was delivered on *th June. To my surprise, the main medicine was missing. When I contacted customer care, they said they can't deliver the medicine but will refund the amount. And they're going to take ** hours to resolve this. Today is **th June and whenever I contact them, they say it's open and will be resolved in **-** hours. On **th June I talked to their senior manager and he said that he wrote an email specifically for this and it'll be resolved within ** -** hours anyhow. But nothing is done. They don't have any proper customer grievance redressal procedure. Even did not get any intimation regarding query and complaint. A fraud company, worst customer service.