Nykaa - Worst customer support experience

I had placed an order of Rs. **** on February **, ****. Order id - NYK-*********-*******.
On February **, few items from this order was delivered out of which one item was broken. After opening the package I had raised a replacement request ASAP stating ' received a damaged item '. I had also attached necessary photographs of the same.
My replacement request got approved within few hours and pick up was scheduled for today February **. When the pickup agent had arrived, after taking the OTP, he checked the product and found it in damaged condition. He called someone to notify this and as instructed by that ' someone ' he refused to collect it. As I tried to make him understand that this is supposed to be a damaged item he has to collect he became arrogant and left.
Once he left without collecting the item, I tried to connect with the customer support. And as usual they have zero knowledge about what is going on. My issue has not been resolved. So ultimately, money has been deducted from my account for buying a damaged product which is of no use to me. I even asked for a refund if they cannot replace the item but that too has been denied. And this is not the first time this has happened with me. * years back same thing had happened, till date I have a damaged beauty tool that I had once bought from Nykaa. I guess this time also I have wasted my money. This is my duty to ensure such incidents don't happen in future with me or anyone else so I am raising this complaint. Please do take necessary actions ASAP.