Amazon India — Fake products received and no refund is done

We bought 2 quantities of 20 grams carat Lane gold coins from Amazon, where the item was shown as prime product and we ordered the items trusting Amazon prime.

There was an update on the item in Amazon portal that the product is shipped through Shree Tirupati courier on 21st March . Product was out for delivery from 27th April but was not delivered on 27th or 28th March.We contacted the courier based on the information provided in Amazon website and found the mobile number mentioned in the address is wrong. We have received the product from Shree Tirupati courier on 29th March 2023. Instead of gold coins, copper bull item was sent and the same is reported to customer care on 29th March 2023 at around 3pm. Unpacking video of the same is available as proof. Customer care executive informed us that the shipping tracking still shows the product is yet to be delivered and call back once the product delivery update is completed in Amazon portal.
There was no product delivered but update till 1st April 8pm

On 1st April evening we received a message that a DTDC courier will be delivered. An hour later a DTDC courier was delivered and the item we received is 2 bitcoin copper coins. Video of the same available as proof. On 1st April we reported the same to customer care but no resolution till date. We tried contacting the seller number mentioned on both the packages but no response. All the proofs pertaining to the order is available.

DTDC courier was done on 29th March after we informed customer care. Looks like the seller received the update that customer have reported receiving fake products. DTDC tracking can confirm the same.

Amazon customer care told us on 1st April, we will do an investigation n send the update by 7th April. No update was sent by mail but when we called customer care that we did investigation and the package was not tampered so we will not refund.

DTDC doesn’t accept any jewellery and the value of the product mentioned was 500/- in DTDC courier. Without even doing a thorough investigation how Amazon customer care executive informs that no refund will be done and refund window is closed on 4th April . Currently the seller is removed from Amazon platform and customer care says they don’t have details of seller. Monetary loss, mental tension, time is spent but no resolution.

Expect the case to be reinvestigated and refund the amount