Zomato — delivery guy did not deliver order

Address:

Hall 13, NIT Durgapur, Bardhaman, West Bengal, 713209

We ordered a medium sized pizza from pizza house along with pepsi on 4th april, 2019. We live in a college and delivery guys are allowed inside the main gate if the have bike papers. We have always seen delivery guys coming up to our hostel. The delivery guy assigned to us in this case does not have the bike papers (Which is not my concern). He refused to come to my hostel and was continuously asking us to come to the main gate, which we refused to do as it is very far from my hostel. He also asked us to cancel our order. The zomato help line chat did not help us at all and at one point even threatened to charge us. This was a very poor customer service from zomato which was not at all expected. The email address used for the order was [protected]@gmail.com. The name and contact details of the delivery person is santosh ([protected]).