Nykaa.com — Missing item worth 6500

I placed an order on nykaa on 9 November 2025, which included two items along with four complimentary samples. The order was delivered on 12 November; however, two items were missing—Estee Lauder Advanced Night Repair Synchronized Multi-Recovery Complex (30ml) worth ₹6, 500 and the free Estee Lauder FY26 Festive Clutch. I reported this issue to customer support immediately, and I was informed that a replacement request had been raised, with approval expected on 15 November. On 15 November, I received an email stating that all items had been shipped correctly, but I did not receive the two missing products. Despite several follow-up calls with your customer service team, I was told that the investigation confirmed all items were shipped correctly and that my replacement request was denied. This is unacceptable as I paid ₹6, 500 for a product that I never received. I request an immediate replacement or a full refund for the missing item and expect this issue to be resolved promptly.