Zomato — no refund for cancelled order due to delivery delays

I had ordered choco bite family pack from “natural ice cream” on 16th jun @ 11:20 pm with order id: [protected].

While tracking my order using the zomato app after 20 mins, i tried calling the naturals ice cream shop but no one picked up the phone, then i called up the delivery boy to enquire regarding the status of my order. The delivery boy mentioned that he had reached to a different branch of natural ice cream @ mahavir nagar instead of charkop branch in kandivali west. He agreed that it was his mistake and said that it will take another 50-55 mins to deliver the order at my home in malad west.

I again tried calling up natural ice cream charkop branch but there was literally no response from them. Due to the delay caused by the mistake done by delivery boy and lack of response from natural ice cream shop, i went ahead and cancelled the order.

Upon checking for the refund 2 days later, i am being told by the zomato chat support that the order has been cancelled and i am being charged penalty hence no refund will be issued.in this entire incident, i am not sure why i should be penalized for a mistake committed by someone else.

I recently purchased zomato gold annual membership on 17th jun and now feeling frustrated with the kind of customer support that i am receiving from zomato.

Even sent them an email and got a response after 5 days whereas their auto-response says emails will be responded within 24-48 hours.

Request you to please look into this matter and issue my refund at the earliest.