Nykaa.com — inappropriate order status and confused customer service

Address:

104, Vasan Udyog Bhavan Senapati Bapat Marg, Lower Parel MUMBAI, Mumbai City, Maharashtra, 400013

Placed an order on 17th oct and the status of order says dispatched (Last updated 18th oct), but below dispatched it says "shipment will be delivered within 2 days once dispatched" on contacting the customer care via chat (On 30th oct) - they says its been dispatched and sometime they say order is not confirmed by the third party. But they have updated the awb no of blue dart : [protected] on the order placed. When checked awb no (Again on 6th nov) it says "no details found".

On approaching customer care again (On 2nd nov after completing 48hrs of wait - which they have asked me to wait) on the number [protected]- ticket number 5803361
1. Disconnected my call thrice after discussing the entire story from the start.
2. Finally team lead (Sriram or sinivas, cant recall name) assured that he will look into this and i will be receiving mails on the status.
3. I received mails but not for the order status but for the feedback on the call support (That too 4 mails, and no mails on order status)
4. Again they asked me to wait for 24-48 hrs saying they have forwarded the details to the backend team.

When checked the order status on 6th nov it was showing the seller name with seller name "waiting for seller to confirm" along with the 'cancel item' button.

I clicked on the cancel item and progressed it but found that the order wasnt cancelled. I cancelled it again but no update on cancellation (6th nov 11:30 am)

Contacted the customer care via chat on 6th nov and she updated that

1. Order is in shipment status and cant be cancelled (When i said it not been confirmed by the seller how can the status be "shipped" and why can they cancel it. Shipped status is from last 13 days but havnt received the ordered product)
2. Refund status will be updated when we will receive the product to our warehouse (For the refund they are saying its been dispatched (But awb says no item found in the tracking detail of the product) and will refund the amount once product is back in warehouse)

Not sure:

1. If the product is dispatched then awb no which they have updated should have tracking details

2. If the seller has not yet confirmed the order then how they can generate a awb no and can say that the product is dispatched from the warehouse?

3. Overall the product is not yet dispatched/shipped then there should not be any issue in cancelling the order and update the refund status.

4. While i am compiling this complain received an email saying that order has been dispatched and will receive on 20th oct 19 to 21st oct 2019. Not sure they will deliver the product in past date.