Amazon - A damaged product stuck in return status for 37 days

Hello

Let's start this email with a few points.

*. I'm a genuine Amazon Buyer.
*. I have NEVER returned an amazon product.
*. I have been a loyal customer and my trust is now finally broken.

I'm writing this email after numerous tries with multiple teams and calls. I have been struggling with an order for ** days now, which is a quite rare experience with Amazon!

Order ***-*******-*******
Godrej Forte Pro ** Litres Digital Electronic Safe Locker for Home & Office with Motorized Locking Mechanism (Light Grey)
Order Date : **th January ****

I received this product in a shabby state beginning from the packing to the product itself inside. Being a loyal customer of Amazon (you can see my history), we consumers have never doubted the system because of the history and legacy of the company. (SUPPORT IMAGES ATTACHED)

Here's what anybody confident with amazon would do,

*. Call amazon immediately (i did it) Upload images within ** mins of receiving the product using the amazon provided links over a customer call.
*. The Customer care advisor was polite and like expected said, this product is damaged, so I said either replace it or refund it (since I'm a genuine buyer).
*. He said, no replacement was available, I said ok issue a refund.

This is where my journey begins.
From **th January **** until **th January ****, nobody came to pick up the product. I started wondering why, I kept calling the CC and they said there have been delays.
By **th Jan **** I was worried im stuck with this product. And then I spoke to somebody called Mr. Sunny who assured me that in this last attempt, it will be done, there was nothing to worry as I have submitted all the details. Its just a routine.

The package is picked up on **th January **** finally, by of course an amazon employee, It was put back into its packaging in the exact form and no mistakes were made, I know my **,*** INR is at stake here.

The amazon website updates it as 'Picked up and on the way back'

Well, now I sit wondering when I can order my locker again, because I'm still stuck without my money. I call amazon on *th February **** (** days post pick up) the status still shows 'Picked up and on the way back'.
They tell me an investigation will be raised and within * days, I will get a refund and an update, nothing at all to worry.
I feel a little relaxed giving Amazon another chance.

On **th February ****, I call amazon again, * days as promised are over, they tell me they haven't received the product, instead they have received PANTS due to which, the package is stuck.

What do i do and how can I trust this system ever again. I hope somebody can help me out here because NOBODY is in the financial position to lose **,*** INR.

I really hope there is some resolution here. Please help me!!