A1delhiflowers.com - Order not delivered

Below is the exact complaint I logged on consumerhelpline.gov.in but after waiting for * months I don't have any solution.
Complaint: I ordered (Order Number DEL*********) ** Long Stem Red Roses (Payment Id: pay_BvsyUEkJ*m*DF*) on **th Feb **** from their website which was supposed to get delivered on **th (time slot * am - * pm) but they did not deliver my order and all their numbers were switched off for the whole day. My order is still pending on their website (screenshot attached). I have already checked with my bank account and they have confirmed me that a* India group has accepted the payment so they can not get the refund from their end and I will have to contact the merchant but the merchant is no mood to respond any call or update me on the product. After trying to reach them for few days after the delivery day I could not get hold of them as most of the time their number is switched off or they just don't receive any calls (case of total fraud). I request you to look into the matter and let me know what should I do a customer. Now the only option possible refunds I definitely need but who is going to pay for the occasion spoiled by these people and waste of my time while chasing them for the whole day on **th Feb."

Response from https://consumerhelpline.gov.in "Grievance was forwarded to the company by NCH but no response has been received. If you have already complained to the company in writing not received any response from the company or not satisfied with the company response. You may file your case in Consumer forum, following the procedure prescribed by them."
My order status is still pending at today's date **th May ****. Refer to screenshot *. I expect some positive response from you.