Nykaa Fashion RSVP - Return denied for damaged product

Hello,

I placed an order for Black Square Toe Transparent Strap Tie Up Block Heels from RSVP by Nykaa Fashion in Black Friday. At first, they kept delaying the delivery of the product for so long and when they finally delivered it, the transparent strap of one the heel was already broken and the heels looked so old as if they would just fall apart any second. I placed the return request within a few hours of the delivery, i.e., as soon as I reached home and opened the parcel. The request was approved but when the delivery person came to pick up, they told that request has not been approved. I called on the customer support number and was asked to send an email to nykaa support team. So I send an email along with the images to support the request. I was told that the product will be picked up in *-* business days. But nobody came to pickup. I waited for *-* days and then I reached out to the nykaa support team again and they told me that the brand has denied the request saying they sent the product intact. I asked them to transfer the call to their senior executive, they told me that everyone will say the same thing and they can’t do anything about it. When I insisted, they told me they have arranged a call and will call me back within the next * hours. But again, nobody called and I didn’t receive any update. I waited for a week and then I called again today. They told me the same thing, I asked to transfer the call to a senior, they told me that they cannot transfer the call. Upon insisting, they again told me that they will arrange a call back but I’m pretty sure they will not.

And this was not the single product that was damaged, there was another pair of heels that I ordered with the same order, that was also very old, the quality looked cheap and it was definitely already used. But I placed the return and got the refund for it. If they can send me a used product, they can definitely send an old or bad quality product.

Please escalate this issue and provide a solution.

Thank you!