Used Product sent, not replaced even after 20 days. Review on Infibeam

1. I had ordered A Phillips Iron on May 13th, which was delivered to me in damaged and used condition on 18th. Since then I have been following their "process" to get a replacement but it has not been done even in 20 days of the order. This process does not move unless I call the customer care who just fool us and send mails.

Advise to buyers: Never buy from them. They are cheats

Here is the complete story of what I have done in lats 20 days.

Ordered Phillips Iron on May 13th and delivered on 18th.  The product was completely  scratched on all sided, clearly it was a used product sent to me.

Then followed my nightmare. [18th May]I raised a complaint on 18th itself. Custcomer Care asks me to send a photo of the damages and they will arrange pick-up. [19th may]

Sent photos next day (19th). No response from Infibeam till 20th (Though I called both on 19th & 20th). They just say we cannot pickup unless team approves. What is cust care sitting for. ?? [20th May]

I call CC on 20th midnight, they say we dont know whether u have sent pics or not as "E-mail is checked by Different team" ... wow!!! No resolution that day. [21st May]

I called and shouted at the Cust Care. They say logistics is separate we cannot speed up. We will send a reminder mail.

Soon, My return pickup request is created and I get a SMS and email saying pickup will be done.

SMS says pickup date as 22nd.. Email says 23rd May.

Pickup not done on either or 22nd or 23rd. [24th May]

I call up customer care and threatened them of moving Consumer Forum. I said u give me my refund and then whether u want to pickup or not I am least bothered. Pickup is immediately arranged but the pickup guys shows himself to be more busy than president of USA and says I can come only between 30mins slot.

He assured that the product will be dispatched back to Delhi same day. [27th May]

I call up customer care for status. they have no info on whether pickup is done or not. "How can we ship the product before receiving it back.. I will send a mail to Logistics to get status" says the Cust care.

Wat the hell, 3 days and their system is not updated about pickup. Or they intentionally did not update. [28th May]

I call again as they say, product has come to warehouse and it will goto Quality team for checkup. I said since u have got it u can send me a new product and keep evaluating it.

But they decline. I said I already sent u pics of the damage, but cust care says how can we believe your pics, there is a process and we cannot skip it. We will send a mail to warehouse.

WoW. this process moves only when I call them. [30th May]

Called on 30th  May, they say Quality dept has cleared replacement (mind it only when I called them thrice). We will send a mail to logistics to ship new product. That will be done in 72 hours.

Wat the hell, when the product was cleared by Quality, why were they waiting for my call to send a mail to Logistics. [1st June]

I call again on update. Logistics has not responded we will send a reminder mail.

Are these clerks sitting at Cust care who only can send mails and have no authority.

Anyways, he says the product will be sent soon please wait. [3rd June]

No update. I call again,  they say we have sent the product to vendor (phillips) on Saturday and once they give us a new product we will ship it to you. [5th June]

Cust care has no update. Threatened to send legal notice. They say we will try to expedite ur process and give some update  by tomorrow.

Lets see when I get the product.

Anyways this will b my last purchase.