Consumer Redressal

I have placed the order for a Dell Backpack on 25th Oct and paid for it through Net Banking. I received an email on 31st Oct that the bag has been shipped and would be delivered between 4th-5th Nov. Tracking Number for the same is: . I've been tracking the order since and it shows to be In Transit since the 1st of Nov. I've contacted your customer care since then- initially I informed them to track it and send a replacement if it has been lost in transit. I received an email that the courier service has been contacted and it would be delivered in 2 days. I waited and still the order was not delivered. I have contacted the customer care for ShopClues mutiple times since then and have asked for a refund. I was informed the Refund would be processed in 2 days. Ticket# 1378388. However, I got an email that the order would be delivered in 2 days. Anyhow- neither did I get the bag nor the refund. Whenever I call now i am told that the systems are down.