Brand factory anand - Pick up not done yet money not refunded either

I had placed a return request for one product it's been over ** days no one had come to receive the product.whrn ever I call up the help line the analyst would receive call and not talk so avoid doing thier job.ij case out of a blue anyone does receive the call will put the call on hold for evn half an HR and rnot return leaving me with no option but to disconnect.Hopeless customer service.They have out Raised ticket three times for the issue but no resolution yet .I don't care if they don't want to pick up the product but they should not give my money back as it's thier issue not mine.