Clubfactory app - Missing item and customer support rude behaviour

I have ordered two titan watches and received only one item. I contacted the courier partner first and the agent who came to deliver the package. They told to call the club factory customer support. I contacted their customer care executive through the app chat and filed a complaint. They told they will let me know in *-* days. I continuously enquired about it and got a reply that it's not their mistake and no refund or item will be given. When I asked for picture proof of their package before sending , they denied to show it. They ask for customers to send the picture proofs and when they are being asked they behave rudely. I lost my money because of their negligence. They are not ready to accept their mistake and show the proofs.