Oven Story — food not delivered yet charged

Address:	D15/11 Dudhsagar society, ciba road near aarey check naka Goregaon east, Mumbai City, Maharashtra, 400065
Website:	ZOMATO

I ordered a pizza on 31st Dec 2019 10:04pm but did not receive the order for next 40 mins. We tried calling up but their numbers were switched off. We provide our numbers but did not receive any call from the rider who delivered the pizza but next day I got a pop up on ZOMATO that it has been delivered already. On trying to communicate with ZOMATO they clearly took their hands off stating that oven story had their own delivery guys. On calling oven story in 1st Jan 2020 they said they will check. I later got a call from Oven Story Goregaon east that their might have been some problem and they will refund the cash back to me in 3-7 working days. On 6th Jan 2020 called up oven story customer care a female executive mentioned they will still follow up and check. Later again at 10:32pm I had to call up their customer care again as they did not bothered to. Then they checked and told me they have escalated this to their supervisor and they will refund the cash back and the process will take 7-8 working days. Today i.e. on 7th Jan 2020 at 8:12 pm I get a call from Oven Story saying that they will refund back 200 INR only as their policy only allows them to refund that much amount. This is bad customer experience and I want this to be escalated.