Amazon India — Return pick up not happening

I had purchased a 5-step ladder from Amazon India. The ladder received was defective (no balance) and had many scratches implying it was probably a used product. I requested return pick up that was to happen within 3 working days. First a man on bike came, and obviously he refused to pick up the ladder. He said will send an alternate that evening or next day morning. The next day morning nothing came, then the day afterwards, a van came and the ladder could not fit in the van. They returned and said will be picked up later in the evening. I'm trying to follow up with Amazon, checking the return status, but pick-ups are not scheduled, and sometimes we get a message that pick up will be done that day, but no one comes. In the night, they update the status as pick up failed. We are sitting at home every day leaving work for this return pick-up. This was an expensive ladder, and now I'm stuck with a damaged piece, and after 11th, Amazon will conveniently say the product can't be returned after 10 days of delivery. I need the ladder for some urgent work and that is why ordered on Amazon. Initially, I hoped the ladder would be returned smoothly, so I ordered an alternate one, but I see the same fate for that too. Will need to cancel the 2nd order too, and go and buy a good, non-damaged product from the market. Bad experience with Amazon, do not recommend buying expensive items from this site as I'm not getting satisfactory response for refund/return even from their Customer care executive.