We placed an order NYK[protected] on 24th June 25 for three items ( Sweet Dreams Woman Printed Nighties). The order was delivered on 28th June'25 but out of three items only 1 item was received inside the packet. We took pictures of the packet and then called Nykaa customer service on[protected].
Ticket #13607605 details was only shared with us post insisting that we needed them for tracking purposes. We called Nykaa customer service three times for a resolution and, at the end, they mentioned that they had spoken with the seller and they had dispatched three items. However, when we asked for proof from the seller, they refused the same. We called again, and they mentioned that the seller had shared CCTV footage of dispatching 3 items under 1 envelope on 25th June' 25 and Nykaa is responsible for logistics delivery. Nykaa could not confirm if there was any miss at their end. We uploaded images of the envelope along with 1 item received. We asked for the ticket to be elevated, but it was resolved at the lowest level (Level 1). The Customer care professionals were highly unprofessional, and they did not provide any information or advice. We requested to transfer the call to the supervisor but were denied, stating they were busy and would only call back later. We requested grievance officer details as we now wanted to file a complaint with the Grievance Officer, and they did not share the Grievance Office details. Rather, they disconnected the call.
We then checked the website of Nykaa for Grievance Officer details. We have got a Phone Number:[protected]. We called the number and the representative, Pratidshka Vanjre who said this was not the Grievance Officer number but for Nykaa Beauty. I mentioned multiple times that we got this number from their website under Grievance Officer details, but they confirmed over the recorded line, that this is the customer service number for Nykaa Beauty and they cannot assist. I asked them to confirm the list of Grievance officer email address [protected]@nykaa.com. They said they cannot confirm if this is the right email address for Nykaa Fashion.
This is in gross violation of Consumer Protection (E-Commerce) Rules, 2020, as they are providing incorrect information to customers on their website. She confirmed that the Grievance Officer did not have a phone number. However, a phone number is listed on their website. This is the phone number of customer service and not grievance officer.
This seems to be deliberate on the part of Nykaa to not provide resolution to customers and not provide accurate grievance officer details on their website, rather keep calling multiple customer service numbers who are unprofessional, and they repeat the same information, be very disrespectful and eventually hang the customer call. This seems to be an organized way for Nykaa not to take any liability for the shipment of items and later mentally harass the customer.
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