Ecom Express — Refusal to do delivery for prepaid item which reached the destination centre

The worst delivery center ever. Not ethics. No etiquette. I Ordered a mobile via reliance digital on 14.06.2022(it was meant to be Father's day surprise for my dad) . On their app it was notified the product reached the final delivery centre (thalassery) on 16.06.2022. I contacted the ecom customer support on 18.06.2022 since no delivery attempt was made. Their response was that the delivery would be attempted in 24 hours. No action or Update post that. I Called them(ecom express customer support) again O. 20th..they said it 24-48 hours for attempting delivery after complaint, and 6 hours is remaining for 48 hours so I need to wait. I called the ecom support team again on 22.06.2022 and response is there is a delay we are trying we will deliver as soon as possible.. No concrete update or solution. My parents went the delivery centre and asked them to hand over the item. Forget handing over, they even refused to show the item stating that the item came in damaged and hence is being sent back and thus it's against their policy to show it to the owner of the item(it was a prepaid order-high value item)! The idiocy is that they did not call and inform me that the shipment arrived damaged. Not once in the three calls(I have call recordings too) I made to them did they tell the item arrived damaged and hence is being sent back.