Myntra.com — Missing watch from the box delivered

A watch was ordered for my mother from her account a few days back and it was delivered to us on the 28 of August. I paid the delivery boy and opened the package. The box seal was open and if was shocking to see that there wasn't any watch inside. The amount paid was 8995 rupees. The delivery boy immediately asked me to complain and I did the same. They said they will look into the matter and resolve the issue. Yesterday my mother got a message saying they cannot refund my money back. And it was heartbreaking to hear that coz it was our hard earned money. So I messaged them again and they weren't responding. So I contacted them from my account and to my luck I am an elite member so the call got connected directly to Myntra. They reopened the case the told me. Now again today when I checked her account it was blocked. I couldn't get any details. So again I contacted them from my account and they said that they will resolve the issue before 3 September. But I am worried still for my refund. Please help