Swiggy — Swiggy Instamart Order not delivered

I have placed an order worth around Rs. 1500 in Swiggy instamart on 31st July but the order is not delivered to me. When I reached the support team via chat and email but still i have found no resolution to my concern. Support team has closed my concern with out even inquiring the problem, they have a template to respond and close the ticket.

Is it not the Swiggy responsibility to at least deliver the order which has been placed on their app.