Amul - Icecream delivered with broken seal of the container

I ordered an icecream from swiggy and it was delivered with a very good packaging (bubble wrapped and taped). When I unwrapped it I saw one of the two seals were already broken of the container. I reached out to their representative via swiggy app and he asked me to upload few pictures. I did the same and the representative replied in few minutes saying that after careful examination we can not allow you refund or replacement. Any person with functioning eyes and brain could easily see the seal broken. When I threatened them of complaint, he assured me of a voice call from a supervisor to discuss further. But after waiting for half an hour I realised I was never going to get a call from them. I have decided to take it forward and escalate wherever I can. This is such unfair trade practice and they should be held accountable.