Blinkit — Refund declined against non delivered item

Address: Plot Number 64h, Near Nafed Police Station, MG Road, Sector 18-122015. Near Nafed Police Station

Website: blinkit.com/aboutus

I am reaching out to you here with regards to a discrepancy I had with my order number #ORD[protected] placed with Blinkit app on the 2nd of Jan 2025. The list had a "Whole Farm Premium Choti Elachi/ Green Cardamom Whole " pack of 2 X 50 grams included in it for rupees 462 which I was charged for, but I was delivered only a single packet of 50 gms. What's more annoying is the fact that while I tried to get in touch with the customer service through the app, I was told about a "surge in queries" which is why I couldn't be connected to any one. Instead, I was asked to drop an email.

Upon dropping an email to [protected]@blinkit.com, I was initially apprised that the item is not eligible for a refund and that I need to get in touch with them the following day (3rd of Jan 2025) requesting for a re-delivery. Following the instructions, I dropped an email to [protected]@blinkit.com on the 3rd of Jan, and I was again suggested the same course of action, which is to get in touch with them the next day, 4th of Jan in this occasion, requesting for a redelivery since the item is out of scope.

Now, my question here is, when it is clearly a fault on part of Blinkit so as not to deliver an item despite of deducting the payment, shouldn't it be their responsibility to ensure that the item gets delivered in a hassle free way upon informing them about the same from my end? Why is it that I have to take up this harassment of dropping an email every day to check whether the item is in stock and whether they would have the mercy on me to get it delivered? What sort of a customer service on Earth can suggest this ridiculous course of action? Further, if the item is not in stock, why cant a refund be issued simply other than keeping on requesting the customer to get in touch every alternate 24 hours? Do you realize at all that these items can be essential for someone which is why we ordered this??