Zomato — order not delivered but amount deducted

We have placed a order in a hotel in Ludhiana through Zomato. Though we were receiving the orders daily at the same hotel location that day the delivery person told its a different location and order can't be delivered. Inspite of repeatedly mailing the customer care people there is no solution but a stereotype answer from your end.
When we are not cancelling the order why are you charging us cancellation charges.
One side we depended on Zomato for the food in the night time that too in a new city for us other side your delivery person or Zomato people do not entrust the delivery to the correct person. Over that you make us repent for trusting your delivery.
And you great people send a intimation saying we are not available to receive order. Who on earth will order food, pay money and disappear without receiving it. Maybe someone from Zomato can do such great things.
We stayed hungry the night, paid amount for the food which we din't eat and repeatedly contacting customer care daily since that day for the follow up and you guys send the same copy paste reply.
If you were in the place of customer you would know the pain.
We wish to know what happened to the food finally. You din't deliver us, you dint give back to the hotel. So what has happened to it. Please don't play with customers trusting you.
This is the reason Zomato have so many customer issues all over india were ever it's services are available. We never face such unofficial behavior from Swiggy.