Amazon India — Wrong brand received - that too in torn & tattered condition

Address:

Sold by XL RETAIL PVT. LTD and Fulfilled by Amazon.

I had placed an Order for Fossil Camilla 9.339 Ltrs Green Casual Backpack (ZB7835366), worth Rs.5920/-
One product was delivered on 18th October, but was not the same item .The product delivered was a torn and tattered bag of the brand Babilu, which was packed in the box of Fossil. I had raised the complaint on the same day of delivery .After speaking to 2-3 people, I was told to wait for 2 days as matter will be investigated .I had uploaded the images of the product too on the same day.I called again after 2-3 days to check, but no body had done anything .Again after speaking with 2-3 people, I spoke with someone of the specialist team, and the person assured me he is placing the refund which will be reflected in the account in 4-5 days .After 3-4 days again after speaking with 2-3 people I was told no refund has been initiated & the matter will be investigated. Now after 2-3 days I have been told that the verification team is saying that the right product was shipped & delivered to the customer& no refund or replacement will be given. This is not what we expect from amazon.