Non Delivery Of Product

I had purchased one raymonds shirt amounting to RS 999.00 vide order number 17137930976574766. My order was placed on 13th Oct 2016 and it was supposed to reach by 18th Oct 2016. As I believe from tracking both the seller and me are from Mumbai but till date my compliant has not been resolved. I tried calling their customer representative and seniors but unable to get a proper and concrete feedback. Now I had requested them for refund but I want the same in writing on my email id and a apology letter from one the senior representative who was a lady. Please look into the matter and do the needful. Warm Regards Shenoy. So. V