Pepperfry.com - Refund not processed

I received damaged product from pepperfry, so raised the return request on *st September, the package was picked-up by Delhivery guy on *th September and pepperfry, case Manager Vibhuti Naik, said the moment package will be picked-up, they will initiate the refund in **hrs.
I have sent multiple emails, chatted with multiple agents but they are saying, they have technical issues and due to that they don't find whether the package is picked-up or not.

I have shared screenshot with them of Delhivery that, package is picked-up and its about to reached to original seller as well, but they failed to understand this and till now they didn't processed my refund.

They don't have any call center so you can't speak with anyone, They don't respond on email and chat agents are good for nothing.

I never thought brand like pepperfry running fraud business, where they take the money but never return with excuses like technical issues.

They are ready to pay Kareena Kapoor for brand advertising, but unable to spend money on technical side to fix the gltch.