BMW India — vehicle returned from service did not, have few mats service advisor not taking accountability

Hi,
Subject: vehicle returned from service didn’t have few mats, service adviser not taking accountability of that.
Vehicle no: tn05-bu-0008
Service advisor: kishore ([protected])
My car bmw 3gt 2018 model was taken for service by bmw service center - kun bmw – ambattur, chennai india on 25 feb 2020 and return on the same day. Concern is two of my bmw mats are missing which are specially customized and tailor made.
On 25 evening car was returned from service while i am not at home. I found the missing mat on 26 feb 2020 and enquired the service advice kishore about it, he told he will enquire and come back in some time. He came with the answer that the mat will be in the boot, i said i already seen every where, and i can’t find it. He told that he will check the cc tv camera and will come up with answer. He didn’t turn back for couple of days, i called and asked about the status, he send a video which they capture during the vehicle arrival for service. I watched the video and highlighted my mat in the video by taking snapshot of the video and pinged him in wats up and called him, kishore accepted and said he will enquire further and will be back in some time which he told on 29 feb 2020 and till today (9 march 2020) he didn’t turn back. I called today 9 march 2020 at 12.10 pm and got a surprising answer from him, he didn’t even have 0% care for my concern he told that he could not see the mat in the screen shot, so he is telling the mat is not present while the car came for service. I got frustrated and informed that i am going to raise a grievance on this, and i disconnected the call.
This is unprofessionalism to the core,
1) first, losing the mat while cleaning and a service adviser didn’t take note of it.
2) ignoring the customer by not calling back with proper update, expecting customer to call for the service adviser mistake. Hats off to service advisers’ attitude.
3) even a video evidence with snaps highlighted ignored simply to avoid taking responsibilities of his (Service advisor) mistake, attached the snap shot. Accountability is missing.
4) they didn’t stand by word, when i highlighted the evidence and send it back in whatsapp, he checked and accepted and committed in call that he will check and come up with updates but now he is talking as if he could not see the mat in the snapshot shared. I am attaching the snap shot here for your reference.
The cost of the tailor-made mat is not which triggered me to write up a mail, this is matter of questioning my integrity. The amount of care, transparency, accountability, honesty that i received in bmw ambattur service center is awful. I feel terribly bad for receiving this sort of treatment, this bad experience typically defame my value towards bmw, i am wondering with this kind of experience how could i recommend my favorite brand bmw to any of my friends and family.