Amazon India — product not delivered and marked delivered

Website:

www.amazon.in

I had ordered a laptop from amazon (Order #[protected].in on 17th jun 2018. The item was to be "guaranteed delivered" by 19th jun 2018. By the afternoon of 19th jun 2018, i got an update that the item is delivered. I complain about the issue to the customer support regarding the issue and i was told the issue is escalated and would be resolved within 48 hours.

When i didn't get any update on 21st jun 2018 i called the customer support regarding the same, i was informed the investigation is going on and they would require more time. I was mad about this and the call was transferred to the specialist department where they informed me that there is no escalation made till now. So he raised an escalation and i have to wait till 5 working days for a resolution.

On the 6th working day evening, i have to call as i had not got an update. The specialist department again told the same thing the investigation is going on and i have to wait for 3 more days. I ask to connect me to their senior, at first they were not ready to further escalate, but ultimately they connected me to the leadership department. Where the executive again told to wait for another 5 working days.

Now its been 12 days i have been waiting for a resolution for a product which is suppose to be guaranteed delivered.

Kindly suggest further actions as i didn't see a result coming out of this.

Details of product:

Laptop: lenovo ideapad 320
Cost: 43, 390/- (Exchange item)
Date of delivery: 19 jun 2018
Complained on: 19 jun 2018 (Item not delivered and marked delivered)
Escalation made: 21 jun 2018 (After multiple calls)
Further escalated: 30 jun 2018 (After completion of previous escalation timeline of 5 working days and no resolution)

Current status: the item is still marked as delivered in my account (No one bothered to update the status). 2 escalation made no resolution, still waiting for an update.