Delhivery — Delivery delayed by 15 days and counting, no proper information or communication on the status in spite of multiple follow ups

Hi, I have used delhivery direct on 8th May to courier an item to a friend with tracking id[protected]. After 15 days, its not delivered yet and the estimated delivery date is updated everyday.When contacted through email and twitter, I just got standard reply of 'Internal escalation to deliver on priority'.
It's been 5 days since the above message was shared but have not heard back or received any update in spite of multiple follow ups.It's an urgent item that was needed and so used delhivery thinking it will be a reliable service.
it's a complete let down.