Amazon India - Charged but service not delivered

I had ordered Black & Decker KR***RE ***-watt **mm variable speed reversible Hammer Drill Machine order # ***-*******-******* placed on **th October **** been a prime member I was supposed to receive it on ** October ****.However till ** October ****.I have not been given this product.After chasing the customer service department calling them ** times in last ** hrs they tell me that your package has gone back to the seller.I spoke to Mira a senior manager with the Escalation team today morning.who apologized but said they will deliver by today.However it was a fake promise made .Since I didn't receive product.They last executive i spoke to Mr. Pankaj said that I will have to reorder the product as it was POD he cannot arrange replacement.He said if i had paid amazon there is a provision to refund.

So i asked him to refund my prime subscription amount as they have not delivered the product and already charged me.To which he declined and suggested he cannot do.