Shiprocket - My 24 kgs box is lost and they don t want to take any responsibility

I have placed the order for **kgs in two separate boxes for pickup and that is what I have paid for. But I get only one box delivered stating that the quantity was mentioned as *.

It was a single pick up which is why I mentioned the quantity as * and it being my first order with them I took help from their representative and I was told the same while placing the pick up order.

They have only delivered a single **kg box and now they're telling me they will keep one box because I mentioned the quantity as one.

While picking up also they didn't mention that it can't go as two separate boxes. Now they want me to send a pre pick up picture to send them. I don't have a pre pick up picture as definitely I wasn't asked to do so by them before placing the order.