Snapdeal.com — Replacement not done yet

Address:	New Delhi, Delhi, 110020
Website:	www.snapdeal.com

Return request id 19313592.
11th feb is the date when it was placed. I got the product on the same day but the product seem to b second hand.
one of the engineer has come to see the product and he verified the same but no response from snapdeal yet.
i have purchases a lot of products from snapdeal in the past but this one is horribly bad exp.
its been 10 days now and as per return replacement policy you promise that it will b 7 days. Where is the policy now?? Customer care is also useless the supervisors doesnt knw the procedure.. they dont even knw which dept will take of this. I want it to fixed asap or else m gonna complaint in consumer court. I have all the proofs of the emails, chats and the name of reps i have been talking to who r fooling me around. They only say its escalated but no resolution.
This the reply i get..
1.We are working on it & you'll be updated soon.
2.We'll get in touch with you to discuss this. Thanks! Shreya
3.We're trying our level best to expedite it. Thanks! Shreya
4.Our team is working on it and will share an update soon. Thanks - Avi
5.Kindly allow us sometime so that we can get back to you with an update. Thanks!