zomato’s inefficient customer service

I have placed an order on zomato on 11th may 2019 of price 271.35. The order was prepaid. Zomato assigned a valet to deliver the order. The valet cancelled my order and zomato send me a message stating “we could not deliver this order, as you were unavailable to collect the food at the mentioned address and your phone was unreachable”.
In reality, the valet never called and rejected my order on his own. we inquired the matter with zomato customer service and they accepted my version and inquired the same with valet. the valet accepted that he cancelled the order on his own and he is not willing to deliver the same.
The zomato customer care denied any policy of refund and they imposed this as a penalty even if they are accepting the fault. Further when asked to talk to superior the customer representative denied my request and stating this is against company’s policy.

harshit kakani
Patiala 147006, Punjab
Email: cxxxxxxxxxxxr@gmail.com