Zomato — miserable service

Address:

Chandigarh, Punjab, 160047

Today i ordered from zomato, after the online payment has been done i was not sure if the order got confirmed or not. This goes upto two hours. I have the order number ([protected]) and so i've initiated the chat. (I can also share the screen shots if needed). I was not getting any notification or any information about my order. Then i decided call the delivery person (Rahul), who himself lacks to share the correct information. So asked him, if i can have a word with the merchant, as this order is for my mother who is unwell. Despite of listening to what i want to say, he misbehaved and disconnected the call. I explained the same over the chat at same time, however no one was there to assist me. Also i was unable to get an appropriate answer for the same. So i decided to cancel the order and asked to refund my money as it's already been too much delayed.
After a while i got a message that they cannot refund my money as i've not accepted the order, which came to me after two hours and that was the only reason i had to cancel the order, due to the pathetic service.
Apart from trying to understand the matter or to make any apologies, they shared an email link to write on.
As of now i'm highly disappointed with the services, staff and merchants as this was very first and now would be the last time i had used this app.
I want you to kindly look into this matter and refund my money as soon as possible.