Amazon - Package not delivered

I'm escalating this issue to you that, the things I experienced as a PRIME USER.


Order ID for replacement : # ***-*******-*******


Order ID for origin item : # ***-*******-******* 


I ordered a mobile on the *rd of September, It got delivered on *th September as a faulty piece which I had to pick from ** km away from my location through my PIN is serviceable and the location is containment zone where I picked order from.


Then I placed a replacement request and a customer service executive assured that you will not need to go anywhere to pick this order this time onward and the expected delivery date I got *th September, however, it suddenly changed to **th September.


on **th September, the delivery boy refused to deliver the order at the doorstep, the subsequently I approached customer service executives where they again assured me the delivery will happen at your doorstep today only but in vain, meanwhile the delivery boy concealed the order and went back to the seller as its status was saying yet the customer service executive kept me saying you will get order today or by max tomorrow noon but no luck. meanwhile, they said we have already escalated this issue to a concerned department but to date, nobody showed any courtesy to approach me and discuss this, that is really very disappointing.


on the next day i.e **th Sep, Since morning I kept in touch with customer service executives and I spoke closely ** executives, initially, they kept me saying you will get the order today though its status was returning to the seller and later they changed their wordings we initiated refund and we are unable to deliver the order which was unexpected to me. and one more thing that I noticed out of this,  there was not a concrete resolution with anybody with whom I spoke. and everyone has his/her own evasive answers no similarities I found at all. one was saying you will get a refund on the **th Sep while another was saying we're are trying to hard to deliver the order.


and next day i.e ** Sep, it seems that you have raised a return my original item but that I also do not know whether that will be picked from home or I will have to hand it over again by traveling ** km because I have already paid else my refund will not be initiated. As usual, I wasted one more day that my return pick has not happened and scheduled to today. I expect same will not happen tomorrow too. I myself approached to customer service executive but no concrete resolution and postponed to tomorrow but I’m pretty sure the same will happen tomorrow.


I have been asked many times that we have raised complaints but nobody approached to me till date which is very embarrassing and annoying.


FINALLY, WHAT HAPPENED I HAD TO WASTE ** DAYS OF TIME WHICH RESULTED in NOTHING.


AND LEAST BUT NOT LEAST THIS WAS NOTHING BUT A VERY IMPORTANT DELIVERY/ITEM FOR ME AS I HAD TO GIFT TO MY FATHER ON A VERY SPECIAL OCCASION.