Amazon India - Not accepting returns for damaged product

I had ordered Samsung s** mobile phone on amazon for gifting it to my friend for a birthday.
When it arrived the box was broken and I had to leave for Bhopal next day morning where I needed to gift it to my friend. It was very disappointing to see a broken box which of course I could not have gifted. I asked amazon to either sen me immediately replacement or provide me refund, they did not accept either of it. I had talked to customer care number +** ** **** **** wherein one person called Nutan and his supervisor Rahul , as per the names provided to me on the call listened to my problem but did not provide solution for anything. They keep on repeating the same thing again and again. The information given by them both did not match and seemed absolutely wrong. They said that replacement will be made by a day or * but then I had to buy a new phone from the store for the gift since it was just next day that I had to gift the phone to my friend in Bhopal. Ultimately we talked for * hour but they simply refused to help and were a little bit arrogant and unknowledgable.
Now I had to spend another ***** rupees to get another phone from the store and had to gift.
I need help from the amazon upper management team to issue a refund for this else it is no point buying expensive products from Amazon. They are know for service and support which was worthless.

I would now like to escalate it to higher authorities for appropriate action and if nothing is done I have to go to consumer court and newsapaper and social media, after all it is hard earned money.

Kindly help.

Regards
Abhishek