Zomato — order didn't get delivered and when asked about delivery the refund process was initiated without informing

Address:

Pune, Maharashtra, 411021

I ordered two different parcels... Only one got delivered.. And for the other order the app was showing delivered... I tried to call.. But all the provided contact numbers were wrong... I tried chatting.. But after 15 mins they respond.. And they take another 30mins to get the problem.. And with out my consent or informing me they just initiated the refund process.. I waited 2 hours for that order... And it didn't get delivered.. And in return refund was initiated... Why did i had to wait for 2 hours... Who is going to pay for that... I want a proper answer for this...