Food Panda — order not completed, even after multiple assurances

Address:

New Delhi, Delhi, 110085

I regularly order food from food panda, but my last few orders were cancelled after a long waiting period for each one of them.
Last night was the worst experience i had, i ordered ice cream from havmor prashant vihar, paid online. But my order remained in chef at work position, i called restaurant and they said your order is ready and will reach you shortly.

I ordered at around 8:30 pm, i connected with foodpanda customer care at 10:00 pm, some jason connected and ensured food will be delivered, again after half an hour he said it will be delivered. At 11:15 i got connect with another executive sadhna, she said she is looking into it, and by 12:00 there was no response. I gave up and went to bed after the horrendous experience.

In the morning at around 10:30 i get the call from the rider, that your order is on the way, i said i ordered in the night, what i will do with it in the morning and i asked him not to come. To my frustration, in app it says, order delivered and please rate the restaurant. Wtf

I again connected with executive, anvi this time, she said, she is checking. After some time the most arrogant response i got "as per exception we are cancelling your order, you will get the refund in 3 to 5 days, anything else do you want". I'm so angry, i wasted my night, i have to specifically call to cancel the order which was not delivered, i'm trying to understand the reason why my order was not cancelled and refunded, and i get the response as if i'm the benefactor here. This is so bad, i cannot explain.

When i asked grievance cell number, i got the response we only have this customer care number.

Order code: y7tz-9g0h

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Other cancelled orders, after payment was done within this week itself:

U7be-zebs
B3zy-2118
B3zy-tgnf