Zomato — Didn't deliver a pre-paid product and not refunding the amount

Address:

India

Ordered from Subway using Zomato, order number[protected]. It was prepaid and was for 19th Nov. The order arrived with an item missing which generally has a very simple resolution. I reached out to the customer care and expected a quick resolution instead it became a harassment where the customer care executive won't refund the money for the item in full and won't even let me talk to a supervisor. 2 executives told me on record they are not allowed to let customers speak to superiors. So it is a scam and the helpless customer just goes round and round for mistakes they made and won't pay for. I am attaching a screenshot which clearly shows the cost of the product missing (sugarcane juice) and the screenshot of executive telling me that I cannot resolve it by talking to their superior even though I repeatedly pointed out that they have already taken a lot of my time.
I want this case to force Zomato to relook at their policies.