Amazon India — amazon cancelling return pickup without visiting the location

Amazon order no.[protected]
I purchased sleepwell ortho mattress on 5 oct from amazon.
I received on 23 oct, which was defective. I contacted amazon & pickup up scheduled for 26 oct. On 26 oct no one came to pickup, & status was updated that customer refused. I again contacted amazon & pickup was re scheduled for 29 oct. On 29 oct no one came to pickup & status was updated, customer refused. I never reffused, no one came for pickup.
& now pickup is scheduled on 2 nov.
But today 2 nov no one came for pickup.
I contacted amazon several times.
Amazon has no answer why pickup is cancelled on my behalf, as one one came for pickup
Amazon is playing game with me.

Pls help me in getting refund.