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Non Refund of cancelled orde

I have purchased a product vide order no 3001058801 dtd 2 Apr. The product was defective and a complaint was registered vide 197555. The customer care advised to send the product back to merchandiser. The product was sent to merchandiser by DTDC courier on 25 Apr. Inspite of several calls to the customer care, the status of our refund is unknown and everytime we give a call they tell us they will come back in 48 hrs, however, no one calls back. We must have made at least 100 calls to them but their negligent attitude has harassed us everytime. An early redressal will be appreciated.