Zomato — regarding food order on 24/10/2018

I ordered food yesterday from zomato app. The delivery boy called me once and mentioned that he is at some landmark. I told him that he is far from my mentioned address and directed him to a well known landmark near my house. After i while i came to know that my order was declined and refund would not be given as order was dispatched. The chat support people did not act adequately and matter was not solved. Please answer these questions
1. What is the use of home delivery if we have to go to some far location to pick up the order according to the wishes of delivery boy
2. Is it a mistake to pre pay for the order as there is no guarantee of delivery
3. What is the use of chat support if issues could not be resolved by them
4. If smaller companies like' fasoos' could delivery so efficiently then why can't zomato
Plz take appropriate action to solve the issues if possible