Amazon — Regarding an order with Amazon

I have placed an order with Amazon on 24th Nov 2024 and when the order gets delivered it doesn’t meet my expectations and some screws are missing so immediately i have created a return but nobody came to pick the item and return was cancelled so again multiple times return was created but nobody came to pick the item and when I called Amazon support they said they have raised a complaint and i have to call them on 10th Dec to get things sorted and they will refund the amount but when I called then today on 12th Dec they said (you can do whatever you want to do and we will not help you or give refund) so i decided to raise a complaint against them. It seems they are doing SPAM or cheating the customers.