Amazon - Package not delivered

I had ordered a new phone on Friday Oct *th, **** which was scheduled to be delivered by *pm on Monday Oct *th, **** (guarantee provided by Amazon).
The day of the delivery I received a message from Amazon with the delivery agent details. The delivery agent asked me to be at home to receive the package at *.** PM.
I waited till * pm. After that I spoke to the delivery agent * times until *pm . On all occasions he was just a few minutes away.
After * pm he stopped answering his phone. Every now and then I'd call and he would be talking to someone else.
I had tried him maybe ** times till * pm. While this was happening I called Amazon customer care and spoke to * different representatives none of whom could locate or contact the agent. finally they put me in touch with the "elevation" department and the gentleman told me by *pm I would have the phone. He guaranteed that.

At *pm I received a message from Amazon saying that they were unable to get in touch with me and due to that the delivery was not possible.

This is obviously not true, as confirmed by the amazon agent I spoke to shortly after receiving the message. They asked me to wait till the next day to receive the same.

The next day, **th Oct, **** came by and no one from Amazon contacted me or sent me any message with tentative delivery details.
It is now * pm on Oct **th. Still no word from Amazon regarding the delivery.

You were quick to debit my account for the cost of the phone and promised delivery by Monday. Now they cannot trace their delivery agent or tell me when the phone will arrive at my house.
When you call them they keep saying sorry, but cannot give me any helpful guidance as to why they are treating a customer like this.

When you request a refund, they say it will take * days to process refund.
Now I'm stuck without a phone or the money to buy another one.