Zomato — fraud executive/pathetic customer service

Address:

Chennai, Tamil Nadu, 600011

This is vijayalakshmi, i stopped using zomato service long back. I have come to know that uber eats got merged with zomato recently when i tried to order food through uber eats. I have ordered paneer tikka sub sandwich from subway anna nagar on 27th jan for my sister and selected my home address. I had made the payment through my debit card and it got successful. The executive called me for address guidance and i have helped him till he reaches my house. He delivered and took money from my sister saying payment wasn't done. When i came to know this from my sister i called him back immediately, but no response. I chat with support bot which is absolute useless and i have sent an email to [protected]@zomato. Zohodesk.com, no response yet.
Suffer 2: i had placed one more order from hotel paramount in kilpauk, thought the first issue will be solved since i have sent an email to customer care. The executive was assigned in triplicane where in he has to collect my food from kilpauk. The app given time was 44 mins. I called up the executive after 44 mins, he said, on his way to kilpauk as he was very far from the restaurant when the order got assigned to him, he asked me 20mins to tell me the status. I called him back after 20mins, he said, just reached the restaurant and asked for 15 more mins. Called him again after 15mins he said he got stuck up in traffic. Then i called him to check the food status and the was cold and then the executive requested me to cancel the order. I have done it too. The first issue is zomato assigned the executive where he couldn't reach the restaurant on time. The second thing is, i have received a msg saying i will be charged for this cancellation.
I am wondering why zomato is still serving poor and harassing customers like this.
In the first incident the executive didn't even wear his uniform. I could remember his name. It is emanuel.
Both the incidents are happened on the same day. I have been keep on sending emails to customer care but pathetic responses. I haven't even receive any response for my cheated money. I want my money back.
I never faced any issues with swiggy and uber eats like this.
Zomato is pathetic.