Purplle.com — ORDER # 30268017 Purplle rejecting return request because they don't have a category to mark wrong+ damaged items in their app.

ORDER # 30268017

I had ordered 4 products from Purplle worth 2293 rs. On 28th November.
I recieved the order on 29th and was impressed with the quick delivery only to be disappointed after opening the box. I ordered Makeup Revolution x soph super spice pallette and what I received was Revolution Pro Supreme Eyeshadow pallette and that too entirely broken. Moreover, Revolution misting spray was missing and there were 4 extra product I didn't order.
I called Purplle immediately and raised a return request as guided by Purplle agent and under the categories I was told.
On first I received a message that the request has been rejected.
On calling Purplle, I had to be on the call for more than 4 hours a Supervisor spoke to me and understood that the other team had rejected my request without checking it properly and just rejected it on basis of request against the missing item Revolution misting spray and didn't even check the wrong and damaged eyeshadow palette. The supervisor asked me to raise another request and mark it under the right category but she didn't know herself what category it was supposed to be marked under. She told me she will confirm and call back but I didn't get any call back and had to call again and wait another hour. Finally the call got connected to the same supervisor and she confirmed that there's no category that a Wrong item that is also damaged can be marked under and hence I needed to send an email. After investing 8 hours on call with Purplle, I understood that their operations aren't streamline. Teams can't cordinate within themselves and no escalations can be made from one department to other.
Their system data has a lot of glitches and customer support has no will to help.

I had attached more than 12 pictures with the damaged product, whole box, barcodes and extra products that I received.

If Purplle has not created a catagory in the app for wrong+damaged item delivered then it doesn't mean that the issue won't be addressed and the request will be rejected.
She said the reason of rejection was that it was marked under missing item and according to relevant team all products were dispatched in intact condition.

However, my request for the wrong and damaged pallette which I was asked to mark under wrong product and was asked to mention that it's damaged in the comment by Purplle agent wasn't even addressed.

I had also mentioned that there were 4 extra items sent to me, but still purplle didn't try to understand that Purplle could have sent those items instead of the missing Revolution misting spray but neither was I helped or guided.

I request Purplle to verify my return from their back end without causing me more mental agony. All the pictures that I had submitted can verify my claims. Purplle can put it under any category they like but I want my money back or either redispatch the products.