Big Basket — missing products from big basket and they are providing no refund against it

Website:

Bigbasket.Com

Below are my order details and incident/action against it:

1. 2 Nandini curd on 03/31 : Not received. There was no delivery in our apartment from BBdaily for any of the flats. Delivery status showed DELIVERED. Called the customer care, as per the associate it was not delivered as the product was not available and the status is incorrect, got the refund. I has opted for ring the bell option. Requested the customer care representative to inform security to initiate a call so that I can personally receive my items.

2. Heritage curd 01/04: since I didn't receive curds on 03/31, I ordered again. No one called me, it was not handed over to me personally. 1 packet was left at security with my flat number written on it. Again complained, asked to deliver items to me personally, not to leave it at security. If delivery person asks the security to call at my flat, he will make the call. I will go there personally to collect my goods.

3. ordered veggies and curd 04/04: AGAIN, no call/no one rang the bell. Potato, Bread and Cabbage worth 159/- were missing. Status shows delivered for all. Again I called support and complained. I was told I will get refund in 24 hrs. But when I called again on 05/05, I was informed that I will not get the refund as i called late.

I informed the associate that if i am not getting a call for delivery, how will i know when the product is delivered. He suggested me to wake up at 6am and monitor the app for notifications. However, i told them if they can't refund the money for missing items, they should refund the wallet money to my source account. Its been 10days, no action is taken. I had written email to bbdaily and big basket. Till now no reply. For past 3 days i am calling customer care, no one is answering.

It should be the shop's fault if my order is not delivered to me personally. I demanded the refund which is valid!