Snapdeal - Snapdeal delivered incorrect product but accuses customer instead

A highly unanticipated incident has occurred wherein I, the consumer, had ordered a Micromax Bharat * phone from Snapdeal.com on the *th of November **** vide order number ***********.

On the **th of November, the package was delivered. Upon opening the same, the content did not match the description. A different model of Micromax phone had been delivered instead of the Bharat * phone. This unintended incident of incorrect product delivery was soon intimated to Snapdeal in writing, to which they responded accordingly. A couple of days later, reverse pickup was arranged by Vulcan Logistics.

On the **nd of November, the product was picked up by Vulcan Logistics against a receipt signed by the field executive. Snapdeal updated the pickup status as successful.

On the **th of November, an email has been sent to Snapdeal inquiring about the refund status to which they responded that the product was yet to reach them and also sent a text message intimating that the refund would be credited in **-** days.

Again on the *st of December, the refund status was inquired which remained unanswered.

Since the *nd of December, Snapdeal has been sending emails mentioning that the returned product did not meet their quality guidelines. Reaching out to their helpline number ********** did not yield any response from any human operator.

On the *th of December, I received a call from Snapdeal in which the operator blatantly accused me of sending incorrect product and rather claimed that they had delivered the correct product.
This raises a couple of questions. First, how can someone accuse a consumer of sending wrong product inspite of the verified inspection of the field executive during pickup? Second, had the correct product been delivered, why should I raise the return request at all?

None of these questions have been answered by the in-call operator from Snapdeal. Rather, an impolite voice blasted claiming the "correct" product sent out was not received.

This raises suspicions against the portal Snapdeal and their methods of doing ecommerce business. Also, this highlights the insensitive and callous attitude towards their customers as well as the products being delivered. To crown all, Snapdeal initially apologised for sending incorrect product but later denied the return request entirely.

This is my message towards their entire team and management that they owe an apology for misbehaving with me over the phone and false accusation. Also, I would like to inform that till date I neither received a proper replacement nor refund against the aforementioned order.