Amazon India — Item not received

Dear team,

With reference to the subject above, I ordered an item vide ID[protected] on 12/07/2020 for Rs. 1, 999.00 but I didn't recieve that item and the tracking details shows that it has been lost while in transit. So I called your customer service on 28/07/2020 and that person ordered in the replacement option stating that the item will be recieved by 31/07/2020. On 31/07/2020 the delivery agent came and asked for the exchange of the item and he said only then he will hand over that item to me. I again called your customer service on 31/07/2020 and asked what this is all about and he said that the order that the ealier person placed is wrong and exchange Order has been placed instead of the new order. I am highly disappointed in your service as I didn't expect this. Kindly solve this and revert on this.
Regards