Croma A Tata Product - Defective mobile received with scratch on screen

I ordered an Apple Iphone ** through ecommerce website croma (Order ID TC************) which was delivered to me on **.**.****. When I opened the packet there was a thin hairline scratch in upper half of its screen. I raised a support request (SR ID SR***********) on **.**.**** on their website requesting them to provide a replacement. Along with it I also uploaded two photographs of the phone screen. I also emailed my concern to them at customersupport@croma.com on **.**.**** at **:** PM and also tweeted the same on their twitter handle @cromaretail. However it was shocking to see that even after I raised my concern on several platforms no one even contacted me. Next day I called them on their customer care no. ************ where I was told that within **-** hours of raising a request they will be taking action on my complaint. However, still I did not receive any communication on any of the platform. Then I again called them on **.**.**** then a lady their told me that on my support request there is a remark that the buyer has been asked to submit the photographs of the phone.
I had already uploaded two photos of the mobile screen on support request raised on their website and in my email sent to them on **.**.****. Unnecessarily they are putting such remarks and that too without informing the buyer as no such requirement was intimated to me on any of the communication channel and they put such false and vague one sided remark. As a matter of fact this remark is known to me only after talking to them second time. This so called remark is still nowhere recorded in writing /updated (their website, email id, Sms and or twitter).
The fact is that
*) They are unnecessarily asking photos though I have provided the same already on the very first day
*) They are giving false remarks on the complaints and these remarks/ requirements are not even being communicated to customer.
*) it is very difficult to click a thin hairline scratch on a transparent glass screen due to mirror finish as when I bring another phone/camera near to it I only get to see the reflection mage of another phone/camera in broken screen which hides the scratch.