Nykaa.com — not received refund for damaged product

Order no. Nyk[protected]

Hello team,

I had recieved a damaged product from nykaa and i raised a concern with nykaa. They rejected the return and told to contact the brand, when i contacted the brand for refund, they redirected to nykaa to provide the refund and since then i have been following up with nykaa to raise a return request and process my refund. But they are just tireing me out so that i give up and forget about my money. They are only making false promises and nobody is helping.

Can somebody please look into this, i have been raising this issue since 2 weeks now and talked to a number of agents, but my issue is still not resolved. I am really disppointed in nykaa customer service, i have to daily call and ask if there is any progress, the agent always says that the team will get back but i neither recieve a call nor mail. I don't know whom to escalate this, there is no proper escalation matrix as well, i regret shopping on nykaa, i have never experienced such a horrible and frustrating customer service.

Regards,
Priya bhandarkar