Firstcry.com - Wrong Product Delivered and Refund Request Denied

I ordered a product from FirstCry (Order ID: ********VQE****AEA). I purchased a ***-piece unicorn coloring set but received a completely different product — a console game — which is not similar in any way, and the prices don’t match either. I immediately requested a refund and provided images of the wrong product. However, after two weeks, I received a response from FirstCry stating:

'As per our telephonic conversation on **********, we understand your concern that you have received the wrong product. As per the details and updates checked, we escalated your issue to the team, and we have received an update from the warehouse team that we have shipped the correct product. Hence, we are unable to proceed with your request.'

I contacted them again to ask why my refund request was closed, and they gave me this response. They never communicated this to me directly or asked for my perspective before closing the case. I feel scammed and cheated by them. There is no straightforward process for requesting my refund, and I am extremely frustrated