Amazon review: Amazon customer dis-service

Amazon Customer dis-service...
My wife offered a lawnmower that was never delivered. She received an email with a delivery message saying it was Handed to the Customer!
THATS A LIE! In a chat with amazon she answered all of their questions. She sent photos of the safe place delivery area as they requested.
Delivery companies always take a photos when they mane a delivery but they did not send her that photo, neither did amazon.
When the chat ended she was told that the problem had been resolved and she would get a full refund!
She has not been refunded.
She can no longer access the original chat stream.
She cannot create a new chat stream on the item because it has been "resolved".
An email sent to "Customer Service" was responded to from [protected]@amazon.co.uk ...
An email sent to the "Escalation Team [protected]@amazon.com" was responded to with "You've written to an address that does not accept incoming direct e-mails"...

If we did something like this we would be charged with some type of offence.

What do we do now?