Amazon India - Package not delivered

I have ordered a *d echo dot * generation from Amazon .I received a message that it was delivered although it was not delivered.i tried calling the delivery agent with the pin provided to me by Amazon but the whole day it was shown engaged.i called the customer care they told to wait till * Dec again I called I was told to wait till ** to do the investigatin.today I called up they told that the investigation is over and it is showing delivered and no refund or replacement will be provided.i am asking for the delivery agent no and details of the call made to me and the GPRS tracking of the delivery agent and the investigation report details the customer care is telling they will not provide me with anything as per the communication received internally and I have to forget about the orders