Nykaa.com — Order not getting delivered

I had placed an order on Nykaa on 14th Jan, 2023. It was a prepaid order. After 3days, I received a call from the delivery guy stating that the address mentioned on the package is not "his area" and so he will deliver it the next day.
From the next day onwards, I could see on the tracking page of the item, as it moving from one warehouse to another for another 15days! I complained to Nykaa customer service several times and every time they said it will get resolved in next 24-48 hours. On 1st Feb, 2023, I got a message that the order has been delivered. But, I did not receive any OTP or phone call from the delivery guy. I checked with the neighbors and around, but no package was delivered.
I am complaining the same to Nykaa customer service but they are not taking any action. Every time I complain, they say they need 2-3 days to "investigate" but they do nothing.