Forest Essentials — Order not cancelled and misleading information

I had ordered eye cream with forest essentials and paid for it.
Later on, I requested to cancel the cream, the email was sent within 24 hours after ordering the cream, as per their policy. I got the confirmation from customer care that it will be cancelled, and amount will be refunded.

Now, forest essentials shipped that cream to my home address from blue dart couriers even after cancellation. I request to reverse-pick up (which is again mentioned in their policy) but they refused quoting covid reasons.

The order status on their website is incorrectly showing the status as ‘refunded’, however, no refund is made by the forest essentials.

I need to report this incident of inappropriate coordination by the forest essentials teams which results in the loss to customers and providing misleading information to the clients as I mentioned above.