Myntra.com — Poor resolution of issue and not abiding to policy to replace manufacturing defect item

Dear team Myntra,

It's very unfortunate to accept that Myntra isn't keeping up the promises mentioned on the website (hassle free replacement of the defective items) for Order ID # 1222645 [protected] and the customer needs to wait for almost an hour to speak with the Escalation Manager (as the juniors aren't able to understand the issue and respond to the issue rather it seems like they are covering each other for the mistake from your end which is lack of coordination and communication between the teams internally). Even after connecting the call gets disconnected and I don't understand how come this happens always when I ask to connect with the Escalation Manager and not the case while speaking to the executives.

Below is the series of events for Order ID # 1222645 [protected]:
1. Received manufacturing defect item on 15th Dec and immediately I called customer care for the same. (Had option of REPLACE and RETURN in the app itself as per Myntra policy where I could have easily got replacement)
2. On 15th Dec the executive asked to wait for further communication within 72hr until the team investigates the issue and if required communication will be made for further info like nature of defect and images
3. Next day on 16th Dec morning I'm getting notification of Return Request Approved despite of investigating the issue and communicating with me as promised a day earlier and explaining the scenario and taking my consent if I wish to RETURN/ REPLACE or ACCEPT the product which is the standard protocol all the EComm follows. (This is where the mistake has happened rather than directly giving RETURN as solution and closing the ticket without detail info and images from my end)
4. After again connecting with executive, they were not able to understand my issue and were seemed to be least concerned to replace the DEFECTIVE item which is Myntra's policy as mentioned on website. Even they hesitated to further connect my call with escalation manager after several requests neither they accepted their fault for not communicating me before finalizing the RETUEN due to which the ticket got closed and I had no option to place the replacement which I could have done in very first place but your executive itself asked to wait until 72hr and I followed the same (REQUESTED TO GO THROUGH ALL THE RECORDINGS FOR THIS INCIDENT)
5. I've purposefully not returned the product while pickup as my issue isn't addressed properly and no legitimate solution is provided despite of no fault from my side, the issue has arisen just due to negligence and lack of coordination and communication from your team. Had i done it it's like my fault and I can't further raise this escalation.
6. If I don't get resolution will move to Consumer court and E-Comm regulation Govt body under Consumer Protection (E-Commerce) Rules, 2020 which your team has not obeyed and not keeping the promise to replace the defective item and closing tickets abruptly without prior communication or consent and further details like images or additional info.
7. To bring to your notice neither of your executive had asked for images or further calarification about the manufacturing defect. I've legitimate proofs with conversation recordings and screenshot of replacement option available at my end and will produce it to the Consumer court and E-Comm regulation Govt body if my issue is not resolved after this email. I'm so done with communicating with you and being on hold for several hours like there's only 1 escalation manager availble for India escalation tickets.

There could have been two simple resolutions which your team could have provided:
1. Provide an exchange as per your policy for manufacturing defect.
2. Provide the difference amount if the price of new order is higher than my purchase price. (Other E-Com platform had resolved my similar issue last year)

P.S.- I'm very serious about this incident and will fight in the consumer court if this issue is not addressed and resolved on priority basis. I don't wish to have any other benefits just other than replacement of my defective item and won't settle later at any cost as I've exceeded my patience level after having such a vague resolution and not proper point of contact made available despite of several requests.

Best Regards,
GP