Amazon - Item cancelled on delivery date

This order ***-*******-******* was placed on Sept *th with the expedited delivery charge and today i.e. on the day of delivery I got an email stating a customer return delivery with the refund and this order was very urgent because of a medical issue when I called the customer care saying I am ready to place another order with the earliest delivery because the product is not available in my city so no resolution is being provided, just keep repeating we can not do anything now.
and then I wanted to talk on call at *:** PM Sept **th, to the escalation team or anyone from senior, but the executive afsha was very rigid to transfer my call saying no one is available and sent me an email saying you have to wait for ** hours, we can not transfer the call and no one can do anything for this, this really pissed me off, the way customer is being treated.