Nykaa - Product Leakage Extremely appalling service

I had placed an order for ** items from Nykaa, out of which the Nivea face wash I ordered for my husband had leaked. I immediately recorded a video of the product and mailed them with all the details asking for replacement. Firstly, they took their own sweet time to respond, again asking for the pictures and invoice which I sent to them and didn’t receive any response on that. I kept following up with them post that On emails but no one cared to respond. Then I got on a chat with them, again had to share all the details in spite of the associate having access to all my emails and assured me that I’ll get a call back within **-** hours after their investigation (not sure what they were investigation as I had attached all the proof on the email as well as on the chat). Also, the chat lasted for more than an hour, wasting my precious time with no resolution after all. No one bothered to call me even after that chat! I again kept sending follow up mails with no response. I’ve been literally harassed by Nykaa, their customer service is the worst I’ve ever experienced with any ecom website! They just don’t care about their customers. I’ve been their loyal customer for years and the way I got treated, made me feel humiliated and I’m never going back to them ever again!