Amazon - pending refund for wrong product

Hi Voxya Team,

I wanted to report the fraud commited by Amazon on *th Nov. ****. I had ordered an IQOO NEO * Pro smartphone on *th Nov.**** and paid INR ***** prepaid order.
On *th Nov.****, I was delivered a Samsung smartphone instead of the original order. I requested the delivery agent to allow me to open the outer packaging to authenticate the original product packaging before providing the OTP for the delivery acceptance. However, he informed me as per Amazon policy, he would first need the OTP only then he was willing to hand over the package to me.

After providing the OTP, he handed over the package to me, here the outer packaging seal was tampered so I asked him to wait while I checked the contents of the package.

I opened the outer packaging infront of the delivery agent at my doorstep only and showed him that I have received the wrong product and also showed him the order details in my personal Amazon application on my personal device. Since the wrong product box was sealed, we did not open it and I immediately contacted customer support in the presence of the delivery agent. Amazon customer support connected me with Amazon Specialist officer Ms. Swati S. who asked me to click the images of the product box +outer packaging in the specified format as per Amazon policy and upload the same on the link she provided to me on my registered email address. I uploaded the images on call itself and Ms. Swati verified the same and asked me to wait until **th Nov.**** for a resolution after the investigation process to be carried out by Amazon. The images uploaded also had the image of the delivery agent alongwith the contents of the opened package as proof.
However, since a huge amount was involved therefore Ms. Swati advised me to make a follow-up on **th Nov. itself to check for an update.
On **th Nov. when I contacted Amazon Specialist team via their customer call support, I was informed that the investigation process formerly of *days has been completed within *days itself and they have denied my replacement or refund for the wrong product since they have a confirmation that I have been delivered the correct product. Also, instead of a refund I requested Amazon to provide me with a replacement for the wrong product since I wanted to avail the original ordered product.
I contacted Amazon Specialist team on multiple occasions, however they denied and kept on providing the same answer.

Please help to get my refund of INR *****. I only want my refund of the wrong product only.

Also I wanted to bring to your notice that I had raised a complaint to Amazon Specialist officer in presence of the Delivery agent and has asked Ms. Swati if she wanted to have a word with the AmOn delivery agent as witness and proof.


Regards,
Angela Rana