Amazon India — Playing tricks with refunds and return of a defective item

Placed an order for INALSA Air Fryer (ORDER #[protected] on Apr 2, 2022, for Rs. 6, 734. Pre-paid in full while placing the order. The order was delivered the same day at 8 pm.
I opened the box at around 8:30 pm and found the product defective. The box was sealed with cello tape. The original tape was missing. The tray to place food was dis aligned and stuck beyond repair. I contacted Amazon India customer service by 9 pm. Pics of the defective product were uploaded. The representative took a while to obtain a confirmation from their technical team and agreed with the defect. A return pick-up was scheduled on Apr 4, 2022, between 7 am- 7 pm with an assurance of a full refund.
No one showed up on Apr 4th. I called up the same day at 9 pm. A new pick-up was re-scheduled on Apr 8th, 2022 between 7:00 am- 7:00 pm (for the SECOND time).
No one showed up even on Apr 8th. I called up again on Apr 9th afternoon and also chatted with their representative registering my problem. A pic up (for the THIRD time) was again re-scheduled on Apr 11th between 7:00 am- 7:00 pm. A simple pickup was not acceptable to me. The representative assured that if the pickup is completed by Apr 11th then they will process the refund, irrespective of the pickup. The product, in which case, maybe retained with us or discarded! This was communicated to me by email. The email received is attached.
Come Apr 23rd, no pick up was done between Apr 11th- Apr 23rd, neither did I receive any refund. I called again today (Apr 23rd). This time, the amazon representative declined to refund and made it amply clear that all they would do is reschedule the pickup. And, a new pick up was scheduled (for the FOURTH time) on Apr 25th between 7:00 am- 7:00 pm. When presented with the email assurance received from Amazon India that they were to process refund irrespective of pickup completed or not at their end. Today’s representative declined to honor this email. I was advised to make the product available for pick up for the FOURTH time and nothing more can be done at their end. I asked for assurance in case the product is not picked up even for the FOURT time. I was ridiculed that it’s a hypothetical situation on it, despite them having defaulted THREE times, earlier. I demand to know why did Amazon India dishonour its own commitment to process refunds irrespective of the pick-up scheduled for the THIRD time. Each conversation done with Amazon India takes about an hour of my time. I waited for 3 long days to hear from them. This amounts to harassment, and I believe Amazon India is deliberately playing games and sending noncommittal emails. This is fraudulent on their part.
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