Indian Railways — food booked through irctc not delivered

To whomsoever it may concern.

This is to bring to your notice that on 04/10/2017 i ordered a meal at CHHAPRA railway station with Order ID[protected]Train Number - 22411, Coach ID - A2, Seat Number - 27), which was not delivered to me. After successfully placing the order, i got a confirmation call from the merchant that stated that the merchant is aware about the delay in the train's arrival at CHHAPRA railway station and assured me that the meal would be delivered at the time of actual arrival of the train at the station. Upon the arrival of the train, no food was delivered to me, the merchant did not answer any of my calls, even though i contacted the merchant multiple times.
The very next morning, i received a call from irctc for customer feedback, i asked them to lodge a complaint and provide me a complaint ID but nothing was done in that manner and the customer care employee on the other side was very rude to me, denying to register any complaint regarding this issue.
I then booked a complaint on the irctc e-catering application, with complaint ID[protected]. The next day i was provided with a free coupon.
This ridiculed me. Firstly, if the food could not be delivered, i should have been notified regarding the same, i was completely dependent on irctc for my meal so i had not ordered from any other vendor. The passenger travelling was my mother. She is 48 years old, and had nothing that day and was supposed to have the dinner at night that i had ordered for her. Secondly, no refund was generated for the undelivered food. What do i do with the coupon that i am provided with, with such a service, no passenger would ever order twice with irctc.
The in convenience caused was very upsetting.
I want a deep interrogation regarding this matter or i would have to approach higher authorities or the consumer court,
Details that might be useful are mentioned below.

Train Number - 22411
Coach ID - A2
Seat Number - 27
PNR Number - [protected]
Order ID[protected]
Booking Date - 04/10/2017
Irctc Application's Complaint ID[protected]
Complaint Date - 09/10/2017 (08:29:37 IST)