Zomato — refund not initiated till date

I have ordered food from buhari. It didn't reach me and status said food was delivered. I couldn't reach delivery boy via phone. Went to zomato support team and they weren't able to reach delivery boy. They promised refund will happen in 5 to 7 working days. 2weeks past and no refund initiated. Contacted support team many times and i get same response that they have escalated to manager. I am disappointed with the false commitments given by support team.