First Cry - Fake reason for non delivery

I have placed order on **th October **** at first cry app, paid online,shipment Id ************* from order number *******SX********.
The product was supposed to be delivered on **.**.****..I have got notification from their courier partner xpressbees like the product is out for delivery, delivery person name sathwick along with his contact number, I was waiting for the whole day for delivery but it was not delivered.
When I tried to track the shipment from xpressbees tracking status it showed that the product could not delivered as the residents closed,when I contacted the delivery person over phone he said his number was wrongly sent to me..I immediately raised a issue in first cry for fake reason given for non delivery.. I have also got reply email from customer care stating that they will resolve this within ** hours..
But even after making too many calls to customer care service, after sending emails nothing happened..
Till this day I didn't receive my product..
I don't know what is really happening.. Who is responsible for this problem..
That was a manual push car for my baby.. I'm eagerly waiting for the product for the last nine days.. Every day ending with the same status.. If I cancel the product, they will deduct some money and credit the balance.. I don't want to loss any amount when it is not my fault.