Smytten Products Not Received — Product not received

I ordered total 6 products during a buy 1 get 1 offer. And there was a free gift along with it. The order was received in 2 shipments. In the first shipment I received only 2 products but according to their email aout the shipment, there should have been 6!
But still I waited for the second shipment to receive, which was the free gift.
In that one too, I didn't receive the missing product.

I have been emailing them about the missing products, but they are saying that we do 3 quality checks, there is no mistake from our side.

They are not even trying to resolve it, just defending themselves.

I have asked for a refund, now they have answering my emails as well.