Zomato — refund of my money & not providing the service

Address:

Sambalpur, Odisha, 768001

Hello i ordered paneer biryani (Order no. [protected]) from zomato (Restaurant name - mynt 15) on 30th march around 8:20pm and it got delivered to me on 8:50pm and as soon as i received the order i opened it to have it and to my surprise it was smelling like the food has been made from drain water it was very bad, it was the paneer which was stale and rotten.

So i complained regarding this to zomato and i asked them to refund my money but their behaviour is very rude (Have attached the screenshot of the converstion) as the executive was not ready to listen my concern and he was giving lame excuses saying it's against our policy it will affect my job and when i asked him to take a complain regarding this and share with me so a senior can help me out, to my irony he denied to take a complain also.. How on hell can you behave like this with your customers?
They were behaving as if i have eaten the food and just for some money i am doing a fake complain, i repeatedly asked them to take back the food and refund me my money but to that also they are saying it's not possible (Why it's not possible if you don't believe your customers you should start this also and accordingly you should refund the money if the case is genuine).
To my surprise thought it was their mistake and they were not agreeing to refund my money i asked them to settle it by giving zomato money (In zomato wallet) but he didn't agreed and refunded me in form of coupon (As if he was doing a favour) as if i paid them via coupon i paid them my hard earned money so they should refund me in my bank account but the executive was showing me arrogant behaviour and was not listening to me.

I want to bring into your knowledge how they are trying to cheat the customers by not providing the proper after sale service (As they don't have customer care no. And they don't take any complains or do any refund) the coupon they are providing me is of 94rs which i paid for biryani and the coupon can be used for next order, but if you see in zomato there are always 40%-50% off discount coupons available which is applicable on almost all restaurant listed in zomato, so either way i can use this 94 coupon provided by them or coupons available in zomato (Screenshot attached)..in short if you see they are hardly refunding me 10-15rs.
I didn't expect this behaviour from zomato, i am here not for 94rs it's not a big deal.. I am here so that you can learn a lesson and you can know how your executives behave with your customers, how poor your after sale service and policies are and how you waste your customer's energy.
From past three or more years i have made every order from zomato and was very frequent user but you behaviour has changed my mind and in future will try to use swiggy.

Sir please look into this matter as i want refund for my order not coupons as the problem was from zomato (Or restaurant) end why should customer suffer and sir please take some legal actions if possible because they are behaving like gangster or goons or con man as before delivering the order they are taking the money and they are not refunding the money also if they are not delivering what they promime.

I have attach all the screenshots regarding chat with the executive (Screenshot named 1-11 i serial order), order details and the silly coupon. Thank you