Pepperfry - Damaged product delivered

This is about my Pepperfry Order # (Order # – *********-HC*******-S-PM*****). I had ordered a * door shoe rack in June which was delivered to me in July. Pepperfry refused to replace the damaged product since it was of *-day replacement policy even after mentioning to them that there was a death in our family and hence it was necessary for me to tend to my family emergencies rather than opening their product and checking it. I even sent them proofs of my uncle who passed away. The brand owner agreed to replace it understanding the situation that we were put it and delivered the replacement to us. However, that was way more damaged and unusable and since then we have been asking for a refund. Now is the situation where my calls and emails are all being ignored by them and the entire blame is shifted to property guys since they delivered the first time.
Being the big brand I know I should not be keeping my hopes high for any resolution to this case anytime soon. But coming from a middle-class family, I know what ****/- means to me and my family. I also know if things would have been different. I would have checked the product within stipulated * days return period but the death of a family member cannot be averted and things do happen sometimes.
I only hope that you intervene in this case and get me my money back or get the product replaced with a proper one. I am writing this to you as it is becoming torturous to see ****/- going down the drains for no fault of ours. Even after repeatedly calling and informing property to at least ban the merchant PengEssentials from their site so that others are not fleeced, they just showed me the door.