Amazon - Package not delivered

Hi,
we brought a brand new mobile (Nokia *.* Plus (Black, *GB RAM, **GB Storage), from Amazon on *st October **** and paid cash by online bank transfer.
I am a prime customer of Amazon so as per the rule this product should deliver to us in doorsteps.
This product reached our nearest courier company by on *th October and I received a call from the company to collect the item from their premises.
That time we clearly informed the courier company that "it's your responsibility to deliver to the address. But the reply was really shocking. The courier says that if we do not go to their office and collect this item then they will return to the factory and they declared that they will not deliver this item to my address.
I received products at the same address in the last months.
So I contact the customer care section of Amazon and discuss the matter and they say that nothing to worry we will receive our product one time.
But I didn't get any favorable action from Amazon and the courier company returns this product to the factory. I order this product when the special offer was going on.
When I contact amazon to get this product they are saying that we will refund this product and make a new order.
For this matter, I contact customer care more than ** times but they did not do anything favorable to us.

so how can you help- me in this case?

let me know if you need more details