Swiggy — refund issues for a missing item in the order

Address:

New Delhi, Delhi, 110087

I had placed an order on 14th October 2018 (Order #[protected] ) from Swiggy while i was at my guest's place. The order placement time was 10PM and was showing me to be delivered in the next 30 mins, but the order was delivered at 11:15PM. The received order had an item missing and i informed the customer service about the same along with the late delivery issue. They only gave me an option for the replacement of the missing order, i denied because i had to leave the place and could not wait for another hour or so and ask my guests to stay awake for the same. I requested for a refund of the missing order. I was constantly denied and then i was told if i don't want a delivery at that time i can ask for the delivery anytime in the next 48hours. The guests were not going to be home for the next 3 days and i denied.
After following up with them on 17th Oct 2018, i was told 48 hours have experienced and now they cannot deliver or refund. I called the customer helpline but they were helpless about their system settings and gave me sorries for giving no refunds/delivery. It is their responsibilty to follow up on an issue and the resolve if i had already made the payment. The customer service was really pathetic and irresponsible. I felt cheated and the reason i am filing a complaint.