Swiggy — extremely poor grievance address procedures and false promises of refunding amount

The email I sent to swiggy given below and they responded by stating that they are taking my issue seriously and subsiding my issue of refund.
To whomsoever, it may concern
This is with respect to the order no: #[protected] amounting to Rs. 994.00, order date being April 22nd, 2019. Order time: 07:49 PM (Please refer screenshot bill details - last attachment)
Mentioned below are the series of events that lead me to humiliation before friends by ordering from Swiggy on top of that, discourteous and impolite behaviour from your chat assistants - AG_saswata.c and KT_Sujit Das when I tried to take up the issue:

1. I placed the order for Dominos Pizza, Dwaraka Nagar at 07:49 PM through Swiggy App. The track order was not shown in my app because Dominos has its own self-delivery service which I got to know later from chat assistant.

2. I waited patiently until 09:19 PM (approximately 2 hours from the time of order placed) until the app showed that my order has been delivered whereas I did not receive the order. I immediately put up several help requests through the app stating where is my order, the conversation threads were created but there was no response.

3. Somehow, I got in contact with one of the Swiggy chat assistant, since there was no call option.
(Please refer screenshots 1-13) The answer I got was that Swiggy does not have any operational authority and acts only as a booking portal. I asked if you act as a booking portal then at least take the headache of following up whether the customer received the order or not. As if this mess wasn't enough from your side, I was asked to contact Dominos myself and enquire about my order. I have enclosed chat conversation that was initiated by my requests. He stated that this incident would be taken on a serious note in the conversation and my amount would be refunded in 7-10 working days.
If Swiggy does not have operational authority even over tracking and knowing the status of order then why list that particular outlet in your app? Why should the customer order from Swiggy and follow up for one's own order? The total objective of delivering food at the doorstep with ease is demolished.

4. After a lot of requests and calls, the responses I received from Swiggy chat executives were imbecile and vacuous.
The second chat conversation was received by Swiggy bot and then eventually by AG_saswata.c at 09:24 PM. He addressed the issue but in the end, stated the same excuse that Swiggy does not have any operational authority and acts only as a booking portal. Immediately, he put 'thanks for ordering' message and closed the chat conversation without even asking the customer if the issue is resolved. This shows the quality of training the executives are equipped with and the impolite sense of behaviour towards the customers. (Please refer screenshots 14, 15, 16 for the validity of the content in this para)

5. I received my order at 09:50 PM, by this time my guests already left and that's when I received a call finally from Swiggy executive stating it was a mistake from their side due to some technical server related issues who also stated that the amount would be refunded. (this call was recorded by me)

6. On 7th May 2019 at 09:17 AM I initiated a chat request regarding the refund status of my order. (Please refer KT Sujit 1-4) He said there is no refund initiated on my order and he closed the conversation right away.
The way of approach towards the issue was reckless and vacuous.

PS: Chat executives RM_Anish Anand and CB_M Ajay at least tried to address my issue politely but AG_saswata.c and KT_Sujit Das have responded very irrelevantly and impolitely.

I am pointing the flaws at every stage of this process clearly until now I haven't received any email regarding this incident from Swiggy or any refund.

Given the huge competition for food aggregators, this is no way to deal with a customer.