Justbake — order not delivered in time, no refund, no response after writing multiple times

Address:	Bangalore, Karnataka
Website:	www.justbake.in

I had order cake for my sons b'day (19th jan 2018). I didn't expect such a service from justbake, since i have order many times but this time they messed up. The cake was delivered around 8:35pm after the party was over. I tried reaching the bellandur person ([protected]) multiple times, he picked up for the first time around 6:40 pm and requested to send the cake. He confirmed that he will send it by 7:15pm. I told him, if he wants me to come, i can come sinice its only 5 to 10 minutes from my place, but he said no need sir, worst case the cake will reach my 7:15pm. After that i tried calling him multiple times, he never picked up the call.. No response and finally sends the cake by zomato around 8:35pm. The zomato person said that order for pick-up was only placed around 8:00pm.
It was irresponsible and negligent attitude.

Series of events
1. Order (Jbwsd0019658) placed around 11am in the morning.in the instructions i requested for the cake to be delivered by 5pm.
2. Usually i used to get a call but this time i didn't get call by 6pm, i was tried reaching multiple to justbake call center number ([protected]/[protected]). I always said that the customer service executives are busy, we will call you back. But i didn't get any help or call back.
3. I reached out to hsr justbake and check if they received the order, they said they didn't. They said it might be in bommanhalli.
4. I called bommanhalli justbake, they said they didn't have any orders with a above order number.
5. I again reached out to hsr person to help me or give me a fresh order of 3 kg. But they didn't have stock and they helped me to tracing the order.
6. Around 6:30pm i was going out to get another cake from somewhere else since i'm not able to trace the order. Hsr confirmed around 6:35pm that the order is bellandur.
7. I called the bellander person ([protected]) around 6:40pm. He said that the order is between 6:30pm to 7:30pm. So requested him to deliver by 7pm or i will come and pick-up. He confirmed that i don't have to come, worst case even if there is traffic we will deliver by 7:15pm.
8. I called him around 7:30pm saying that the order is not delivered, he said its on the way.
9. I tried to reach him multiple times from different phone number, he didn't pick-up no response.
10. Finally the cake was send 8:35pm by zomato after the party was over, when i checked with zomato person... He said that i was given order for pick-up only at 8pm. So its not his mistake.
11. We had sent back the cake.

I need the refund. But refund is something for the loss that we had. We couldn't celebrate the cake cutting since all the kids left. It was a great humiliation. The major thing was the hardships/stress/tension we had been through coordinating.in spite of that this person not responding to any calls in spite of commitment. I want a severe action to be taken against this person otherwise i want to pursue this in a consumer forum.

I reached out to customer service, wrote mails multiple times but not response till now.

Regards,
Anil