Amazon Failed to Deliver My Suitcase and Left Me Embarrassed Before My Friend

I ordered a suitcase from Amazon on November 14 as a surprise for a friend who was traveling on Thursday. Normally, it would have been delivered by Friday since the seller was Amazon itself. However, although the product left the carrier on the 15th, it never reached my friend! I was shocked and thought, "How can this happen?" The seller is Amazon, the sender is Amazon; it should be impossible. There was no update or message, just a note saying, "Your product may be delayed," and nothing else! Ten days later, I contacted customer service to ask where the product was, and they said it would arrive. Meanwhile, the same product was still on sale and at a discount. A few days later, I contacted them again, and they said the product was damaged and would be returned! I refused to accept this and did not agree to the return. Now, the suitcase's discount has ended, the seller has changed, and what am I supposed to do now? Not only was I embarrassed in front of my friend, but I was also left without the product. I am curious to see how a company like Amazon, known for its international customer satisfaction, will resolve my issue.