Dunzo — rakhi packet is not delivered

Address:

13, 124/2 3rd a cross ashreewad colony , horamavu main road. bangalore, 560043

I booked the Rakhi packet to send to my brother via Denzo with all the details. like complete address with the receiver mobile number.
Then Denzo Partner called to my brother and ask for the exact location once he reaches the nearby his home. receiver person asked him to send a live location. So he can help him. but Denzo partner told him, he has other task and his phone went not reachable.
Denzo partner even not thought about informing me! and Marked the packet delivered in the Denzo app.
And the worst, He took rakhi, chocolates and other stuff which is in the box and denied to return.

So I lost:- Rakhi packet with other stuff and 205 service charge.

Denzo Solution on this:- extremely sorry, but we can not send the packet back and 205 rs as well.