Amazon India - Fake iPhone, No Refund

** Oct ****: Ordered iPhone X online on Amazon.

* Nov, ****: iPhone delivered. It did not turn on. We called Amazon for replacement. They said for that we need a letter from Apple Service center that the phone is not working. We got the letter the same day and sent it to Amazon customer care.
Amazon initiated a replacement order.

* November, ****: Delivery boy of Amazon Transportation Service comes with replacement iPhone. He refused to give it to us because he needed to check IMEI number in our phone. But, the phone did not turn on because it was fake so he refused to replace the phone and left. He was extremely rude and was not understanding the issue.

After multiple calls with Amazon they finally agreed to issue us a refund and take action against the delivery boy.

We did not receive the refund for more than * week and we made multiple calls in between. They made the excuse of bank holiday and Diwali.

** Nov, ****: We call Amazon again and they said that we need to return the fake phone to seller first before they can issue a refund. We placed an order for pick up of the fake phone immediately.

** Nov, ****: iPhone delivery boy comes in morning. He calls his supervisor because the dummy phone does not turn on. Once the supervisor confirms that he can accept the dummy phone, he took the phone. When we asked for a slip, he said that we will get an online confirmation in a few hours. We believed him because Amazon usually does not give a slip.

A few hours later, we get a message that the pick up has been cancelled by us.

We called the Amazon customer care right away and informed them that the pick up was done from our side. They assured us that they will look into the issue and needed ** working days, until * December to check.

Even then we called them every few days to check and we always got the same response.

* December, ****: We call them about the refund but they still had not resolved the issue and needed another * days.

* December, ****: We call customer care but they still had not solved the issue. The customer care did not have any useful response apart from empty words.

** December, ****: We call again and talk to the head of customer care, they asked us to wait another * days.

So far we have made ** calls to Amazon, they have it all logged in their system. We are tired of calling them and explaining the whole situation again and again. It is of no use. We suspect that the amazon delivery service in Gurgaon has something to do with the whole issue.