Ferns and Petals - Order not delivered

I had ordered some dry fruits and flowers from Ferns and Petals online on *rd September **** at around **.** pm to be delivered the same day before * pm as it was mentioned. After the order was placed, I called Ferns and Petals asking them to deliver the order before * pm as it was a gift for someone and I had to go to friends place with the order. Also within this time duration from **.** pm to * pm I had called them *-* times to confirm if they are going to deliver me the order before * pm. They told me yes Ma’am we will try our best to deliver the product before * pm. So, I waited till * pm and when the order was not still delivered I again called them asking if they could not deliver it then please cancel the order and refund the amount. They told me they will do so and I was rest assured. So, I left my house and started to my friend’s place. But at around * pm I got a call from the delivery guy saying that he has come for the delivery of the product and I told him I was expecting the order to be delivered until * pm and since it could not happen I called Ferns and Petals and I asked them cancel the order and make a refund. I requested him not to deliver therefore. So he told ok. But later about an hour I got a delivery message saying the order is delivered. But the order was nowhere delivered and also I had requested them not to deliver. I do not where did the delivery guy deliver the product and why I received a message saying it was delivered. So, I immediately called Ferns and Petals and told them about this issue. They told sorry for the inconvenience ma’am and we will look into this matter. Please wait for some time for the response. After that I reached out to Ferns and Petals several times and they told me that they will give me the refund and it will take some time. But every time i communicated some other person would pickup and they were not aware about complaint. No one noted down my complaints in a chronological order and no one got back to me except for a day when I got a mail saying do you want the redelivery of the product. I sent back a reply stating I was expecting a refund and I do not need a redelivery. I was hoping that they had solved my issue. But even after ** days I got no response so I contacted them today. And the floor supervisor strongly told me sorry ma’am we confirmed with the store and they told order is delivered and we cannot refund the amount. I told him how can you say so. I have been told by someone from your team that I will get the refund but you are telling me I can’t. He was adamant on telling me that the refund cannot be done. I told him you ate up my money you cannot talk like this. I did not get the product and refund also. How can you talk like this to a customer. Since I felt he would do nothing more I requested for a redelivery of the item. And he is telling me he can just deliver that dry fruits of that day itself and not the flowers but cannot assure me when it can be done. I told him I am gonna complain in the consumer forum and he told please go ahead. So here I am reaching out to you and hoping that my issue will be solved and no customer is cheated this way.