Reliance Digital - Received Damaged Phone from Reliance Digital No Resolution Despite Timely Complaint

I placed an order for a POCO smartphone from Reliance Digital on **th May **** (Order ID: RD*****BD**E*D*F**B*). The product was delivered on **th May ****.

Upon unboxing, I found that the phone had a visible crack on the side of the body (the screen was intact but the phone’s body was clearly damaged). I immediately raised a complaint on **th May ****, which is well within the return/replacement window as per their policy.

I was instructed to send *-side images of the product and box, which I did promptly on **th May **** at *:** PM. That same evening, I received a system-generated mail (*:** PM) saying the matter was being forwarded and I would receive a resolution in **–** hours.

However, despite repeated follow-ups via email, phone calls, and social media (X/Twitter), there has been no proper resolution. I was even told that the photos were not opening, which was later proven false when I resent the same email and they could view it.

Their customer support repeatedly deflects responsibility, telling me they are just a mediator and suggesting I contact POCO, even though the product was bought from Reliance Digital and POCO clearly stated Flipkart is their only authorized online partner.

I also recently discovered, without any official notification, that my return request had been cancelled. I have since requested to reinitiate the refund/replacement, and was told by the backend team over call that it would be reconsidered—but I have only received automated emails, no official confirmation in writing.

As a Rapido Captain, I rely on my phone daily for work. This delay is causing a daily loss of income. Moreover, I made this purchase on credit card, and my EMI is now due, for a phone I cannot even use.