Nykaa.com — item not delivered

I have raised several complaint tickets. 4 by calls, 2 by chat, 1 by mail. It was supposed to be delivered on 9th june. Still no update and resolution has been given. I have even talked to the supervisor abbas who promised me to call back by yesterday 6 pm. Have not received any call from anyone. Pathetic customer service. I don't know whom to contact now. Also, i have asked for cancellation and refund and they said the process will only start once they receive the product back in warehouse. As they can't give me a guarantee when it will reach my house how can i trust them that they will recieve the order back to their warehouse in 2-3 days?