Punam Metalcrafts Moradabad Metalkart in - Damage product received and also not as per requested customized requirements

i order the product from metalkart but the same was not as my house interior. i request them to either return the same or give me customized product.
We mutually agreed that new product will be delivered in couple of weeks as per the requirements shared on email n call
They also initiated return for orginal product n asked at time of delivering the customized product you need to pay ****
After few weeks I got a call saying product is ready expected particular color requested
Again after few days I got the call stating that product is damaged n will re-do the production and will send you the final product
I did not receive any call from them instead got the product before estimate date
Courier person did not ask me any amount to be paid , my assumption was either they must have adjusted between my original product which was of **** around n new product **** else they might call me for the same
After opening the product it's damaged
.has lot of dent n bend in it
Now team is not ready to accept they fault instead blaming me why you did not pay the amount of ****
Also as product is handmade bend is natural
Even the person whom I was communicating is so rude that she doesn't care that we are customer
Requesting if anybody can help to recover the amount as I have lost all trust in them they are just making excuses