Fronsa Com - Defective Product recieved on July 20 20

Hi, I had placed an Order #********* dated ** Feb **'** for a designer bag and after repititive follow up I received shipment on *Jult **'**. On receiving I had found that product is defective product and same evening I had tried reaching them but got no response.
I sent them pictures and video's via email and registered whatsapp number .There were serious issue with quality below:
*) The bag is scratched from all the sides
*) The lock on the bag is broken and creates noise

To my surprise I got a reply that ' I have delivered my best and even now if you are not happy, i genuinely dont want to explain more. if you are not happy I cannot please further then'

I replied 'you dont need to please me, all you need to do is replacement or refunt' as per the policies stated on the website'
She replied ' we will not refund , all I can do is store credit of Rs **** in your next purchase'.Moreover she said 'these scratches are not there its just that you need to clear them or rub them off'

I pondered how could scratches be rubbed. Did I recieve used product or what? And hypothetically If lock can break on first open then where is product warranty involved.

I kept explaining her endlessly but she showed no compassion or courtesy to understand customer.

Lastly she mentioned- i just forwarded the video and your messages to my group and they said you can't make this customer happy anymore, we know you have done a great job, so feel good about it'

I was harassed mentally & financially with this order. I kept following up since Feb to understand when they are delivering & would they deliver best quality as its my first order with them. They took upfront payment from me in the aid of delivering in * days later they kept shifting the dates. I also requested in March to cancel my order and initiate refund as during lockdown I realised that my finances are affected and they still didn't care and when they delivered the product it was defective & the worst customer service I have seen in my life. They ignored me from the day they collected money and till date they don't care the product they have supplied.

I am really torn and devastated by this experience as my hard earned money went in vain.

Note:I want to attach all the communication & product pictures /video however I don't see an attachment box