Zomato — food which I haven't got then also I am paying

Address:	Gurgaon, Gautam Buddh Nagar, Uttar Pradesh
Website:	www.zomato.com

I placed an order dated 7/march/2019 due to some network issue the delivery guy came to my place but he tried calling me my no.. Was not reachable.
If my order is getting cancelled or rejected whatever it may be what is the point to charging me penalty which is of full amount. If i am not able to receive the call for 10-15 minutes, he should come inside my premises ask my name at reception so that they can contact me over the extention no. And hand over that thing at office reception so that whenever i am available i will be calling delivery guy and he will tell me that i have handed over the food at reception you can collect it from there.

Order no - [protected]
Amount -620
Seller - the cake kingdom

I marked a mail stating all my concern i got a call back due to some concern i was not able to receive the call after few moment i tried calling on the same mobile no. But no response after that i marked a mail also my alternate no. My available timings but no revert or call back after that also i remailed this concern back to zomato twice or thrice but today is 17/march/2019, still no revert no call back no resolution no refund.

In today's date i called the customer care i had a word with 2 officer named anshul &. Neeraj both are providing me different answers. Please do listen to the call recording how the officers are behaving over the call. Simply denying that we cannot transfer the call to the senior then sir why the seniors are sitting over the floor of customer care centre when you cannot transfer the call to them for an escalation matrix. And do listen to the neeraj call so that you can at least give a feedback to him that how he should behave it with customer for customer service.

Do you even know how a person earns each and every rupee working for full day and you are just charging the customer with a full amount as a penalty.

I am not saying that you don't charge you charge your delivery charge you charge your penalty as a nominal charge which should be 100rs, 50rs.
Wat is the point you are taking full money as a penalty boss.

I need my money back into my account. You took my order back, you took my full amount as a penalty charge. Am i fool sitting here in office earning hard earned money and you are taking that money by cancelling the order.
If cancellation is not allowed then it is the responsibility of the delivery person to get the order delivery any how. That doesn't mean he will not deliver it he will enjoy it of his own.

Each and every customer know about this thing. This is how the policies are made by a startup company where the person is # up with the amount for which he has ordered.
This is not the way you are running your business, fooling the customer and taking advantage of an online payment method.

Customer
Yash