Flipkart — No resolution against faulty product and deficiency in service

I am writing this after experiencing some really bad service from Flipkart team. Recently I purchased a Godrej refrigerator (ORDER ID:OD[protected] for my elder sister which was intended to be a gift on their Marriage anniversary, the order was placed from my Number [protected] in West Bengal. Now post placing the order it was delivered bang on time on 01/12/2024 and the product was received and OTP was shared as per the policy. Now on the same day an installation representative from Godrej visited their house for installation. He then found that the door was faulty and was malfunctioning due to alignment issues. Now when I requested for a replacement it was denied stating policy terms- “ open box policy”. Now post some chat and call Flipkart scheduled a visit of a technician with promise to resolve the issue once inspection gets done and if what I said is true then the replacement will be done. However post inspection it was again rejected. Now from time to time we are contacting Flipkart and they are repeating the same things. Now my point here is, there was some dents which was overlooked by us, which we commit, but regarding the alignment issue, how could we find that before installation? The doors were cello taped during the delivery and it is of obvious reasons that we should not tamper that prior to installation, otherwise the Warranty will become void and that is the main reason installation was scheduled by Flipkart by some authorised personnel from Godrej, otherwise we could have easily installed that with some local technicians which is definitely not recommended by Flipkart. In short we followed the norms and suffered. Is this what a consumer expect? Now after all of these I sent a mail to the Grievance cell of Flipkart on 10/12/2024 from whom I received a mail with incident No. IN[protected] with a message that I shall receive a reply within 48 hours but till now I have not received any response. We are mentally shattered due to this harassment and also we don’t have so much ample time as we are working professionals and have our own commitments. service is something not acceptable by a consumer from a service provider.