Jiomart not taking back product that is not working

I ordered mobile phone from jiomart within 3 hours of delivery i found camera is not working
i opened compliant in section Defective product / Does not work it was status shown as Return Initiated

i then followup nothing happened i got reply it will be picked within 7 days time after 7 days i contected again they told wait some more time now they are telling to take phone to service center
i purchased new phone reported problem within 3 hours and after 15 days they are telling to go to service center for repair they treat customer this way why customer has to suffer
i have not activated phone neither inserted sim cards so they cant refuse to collect back phone now
please help me
i cant post full ticket number here but if needed i will post it as this ticket number can be publicly seen
thanks
Ticket No:XXXXXXXX4229 that i was granted and was never solved

amit
Mumbai 400080, Maharashtra
Email: axxxxxxxxl3000@gmail.com