Zomato — service and chat support

Address:

560093

I am writing this today august 26th
Yesterday i ordered 2 cotton candy and 1 vanilla choco chips scoop on zomato mobile app
Order # [protected] at 2:14 pm sunday 25thaugust
The status showed "food is being prepared" for many hours
The order was not delivered but in zomato app today it said "order is delivered" on today 26th august
We were trying to chat multiple times but no proper response was given by zomato chat and also it does not have relevant options at all to properly communicate the issue to zomato
So we tried reaching the restaurant and they said no zomato person came to pickup the delivery
Zomato app still shows status "food is being prepared"
When we called the zomato delivery person he says he has delivered it to another customer
We called restaurant again they still keep saying no delivery person came for pickup and food was already ready within 15 mins o[censored]s placing the order in zomato app
We called delivery person again
The zomato delivery person says why are u calling so lately he should have been informed at that time even though we called him once earlier
And he also stated that u can file a case against zomato but he has done nothing wrong
Left with no other options
Finally i sent an email to to: [protected]@zomato.com today (26thaugust2019) stating all these mentioned text here
So tell me what have we done wrong?
Placing order on zomato is our big mistake?
I want strict action to be taken on delivery person and an apology from ur general manager on phone call and also refund amount immediately a proper email stating proper reason for this shocking negligent chat process followed and overall service provided