Grofers — my order has not been delivered but app says delivered: no support from grofers at all.

Address:	Gurgoan, Mumbai City, Maharashtra
Website:	grofers.com

My order ord[protected] was scheduled for delivery on 11th aug 2019, 2000 – 2300 hrs. My wife had been trying to connect to delivery agent from app at ~2300 hrs but the call was never attended. (Pfa screenshot)

But suddenly i receive a sms on 23:49 that the order is delivered without the order being actually delivered to me. (Screenshot attached). I found that grofers call customer support on[protected] is operational only from 0830 to 1830. (Failed attempt at 23:53, screenshot attached). I immediately connected to chat support who provided me the number of delivery agent akshay gurav +91-[protected] at 23:55. (Screenshot attached)

All my attempts to connect the delivery agent from 23:55 have went unanswered (Screenshots attached). Over and above it the deliverer switched off the phone on my repetitive call attempts.
This type o[censored]nprofessional behaviour is completely unacceptable.
How can grofers allow the delivery agent to mark delivered without the knowledge of customer who is expecting delivery. What type of validation does grofers implement to ensure the delivery boy isn’t playing any mischief as in this case.

Continuing with chat support beyond i found the chat support is equally helpless & reporting the obvious that they arent able to connect to delivery agent. (See the screenshot)
The chat support seemed incapable or toothless, as they did not try connecting the manager / owner of super store and kept connecting to only the delivery agent.

The chat support only repetitively had generic response to have patience. Grofers isn’t able to provide the service, has no control whatsoever on the actions of vendor, vendor can easily shed his responsibility towards grofers & customer, & the customer who has paid upfront has to show all the patience. Seems completely unfair in face of fact that no patience is seen from grofers end for payments.

If grofers / their partners cant honor their delivery commitments (Even when its a slot), i see no value of rendering their service. I would not be willing to have any order delivered to me now & ever in future. I request them to refund all my amount (I had to order this time as rs. 254/- were blocked with them from last order on account of abrupt unavailability of items. Funny that they accepted in first place.