Bigbasket.com — regarding missing items and charging extra money

Website:

www.bigbasket.com

I have placed an order and that order was cancelled coz that they didn't get any response from customer which is false as the delivery person didn't come to my address. So they placed another order for next day but in that order few items were missing and on top of that i even have to give 36Rs exta to the delivery person. I didn't recieve any amount from bigbasket for the missing items and when i called customer care they put my call on hold and then doesn't respond. Acording to their policy they are suppose to pay 10% extra if they don't deliver in the alloted time slot which also they didn't credit.
I am attaching invoice of both orders. Please Help.