Amazon India — harassment and mental torture by amazon india

I have ordered 4-5 times the portable amplifier from Amazon India and always found that the product sent by the sellers have been either damaged (looked old) or had some defects/ technical issues and each of them costing between Rs. 4, 000 to Rs. 5, 500.
Each time I request for refund, though in the policy from Amazon that the refund would be initiated from the time it reaches (1 or 2 days extra is fine though) the seller but in all the 5 times Amazon has not initiated the process automatically but made me literally to call them again and again 3-4 times and after giving the same excuses stating that the initiation would happen in a day or two made my life so miserable as if I HAD TO LITERALLY BEG THEM FOR THE REFUND. They made to feel that in case I don't call them to initiate the refund almost after 15-20 days they wanted not to refund the amount but just keep it to themselves.
I feel that this is how Amazon is cheating me and I am sure other customers to get the profit as they know that the customers at some point in time would forget to call for the refund and Amazon can keep that amount for themselves.
Even today 22-Mar-2019 when I called and talked with the rep. Ms. Pranaya she was initially reluctant to initiate my refund manually and started saying that it would be done in a day or 2 as usual but when I insisted that I may have to report this by raising a complaint in the Indian consumer forum, she immediately said that she would initiate it manually but not sure if she did it or not.
Also, she said that I can raise a complaint against her or Amazon and no action can be initiated against the company as she seemed to say that Amazon is a big company and no one can take action against it.
I feel I am being harassed and tortured by Amazon on every occasion when I purchase the products from them as I, unfortunately, was forced to subscribe for the Prime Membership and this is how I am being ill-treated and feel a threat from them too.