Amazon - Mobile order not delivered due to exchange order

On ** July I ordered mi A* with an exchange offer with my old mobile at amazon. I am a regular customer from last * years and was quite happy. On ** July I received a call from Amazon person to come on the ground floor and pick the pack. I request him to come on *nd floor since as I was working in an office so got ego issue come and remove my screen guard and rejected for taking exchange with reason there is yellow tilt in the right side and said that there is the water issue in mobile.
I am attaching a screenshot of mobiles in which there is not even showing tilt issue is with mi users because of colour setting only. I said to the guy there is so much issue to rejected. They refuse delivery and update on-site that I had refused. After that, I made so many calls and chat with customer care but they even don't investigate the case. I even lost my deal and got humiliation from my friends in the office which Amazon can't pay off. I had never used in ethical words in review only said the worst experience.
That review also denied to publish and block me. Is this respect to the customer which is also a prime customer of the company. I still need my order back to deliver in my office and got a reputation in the office. Amazon wakes up at least now. My order no. ***-*******-*******