Metro Shoes - Bought a Bag which was of poor quality and was taken for quality check after complaining for 2 month

I bought a handbag from metro via amazon and just after limited use it got worse and was of pathetic quality, the accessories on it were broken and the handle was damaged the leather was ripping off the bag the stitching overall was pathetic and the pockets and compartments were also ripped apart, for the same I dropped various mails to metro customer support and after almost * months I finally got the revert from them saying we need the DEPOSITION OF THE BAG FOR ** DAYS MAX for quality check
Then I gave them my bag for the same and after that again after various attempts to connect with them and wanting the update they finally gave in as REPLACEMENT ACCEPTED/APPROVED where they CLEARLY stated that we will generate a voucher for you that you CAN CLAIM IT ONLINE ON OUR WEBSITE AS WELL AS AT OUR STORE OFFLINE then for the same I contacted the store to claim and get my bag replaced as agreed
The store team denied the claim saying it will not be done offline and you will hv process it online still I was okay and cooperating
BUT NOW ITS BEEN MORE THAN * MONTHS SINCE I HV GENERATED THE TICKET TO RESOLVE MY ISSUE AND NOBODY SEEMS TO BE BOTHERED BY SAME AND REVERT TO THEIR CUSTOMERS
I hv tried calling them on various occasions (and those people do not resolve the issue plus are disrespectful towards their customers) and sent them a thousand mails for follow up and asking them to give my bag back and still no response from them for the same
THIS TICKET HAS BEEN GENERATED IN MARCH AND STILL I HV NOT RECEIVED MY BAG???