Zomato — Two orders Delivered only 1 order no refund given

Address:

Gurgaon

On 08 april 2020 i placed order on zomato from restaurant pizza peddlers for amount rs244. Orderid [protected] & orderid [protected]. (All proof attached and systematically explained)

I apologise as this will be very long to read so, i will highlight now and provide detailed explanation at the bottom.

i received a call from delivery boy saying that since there are 2 orders from me, he will mark deliver and hand over to another delivery boy.
surprised, i ordered only one but in app there are 2 orders.
tried zomato support chat, only bot no feature of cancellaation. No human behind it hence i couldnt explain.
called restaurant no but it was fake number provided by zomato.
with no choice i called the other delivery boy who was supposed to bring 2 orders and explained him that zomato did mistake.

delivery boy accepted and told he cancelled other order and told i will get refund. And he gave me only 1 order.

i mailed zomato and raised the issue but they are not refunding me despite giving me only 1 order they charged for 2.
i gave them 1 month time to sort out with their backend technical team and give me refund. But even after 1 month they are denying me. Hence i am complaining.

-i have proof for everything. Even a kid with common sense after refering to the labelled images will know that issue is with zomato. Please fetch all the images.

Points to be proven:
Point 1: payment bug is from zomato side i have not intentionally placed 2 orders.

Point 2: no means to resolve/remedy situation when error was occurred from their end.

Point 3: incompetence, and failure to provide refund and compensation even while sufficient proof, explanation and maximum cooperation from my side is given.

Brief explanation:-

-i have mentioned that i had placed only 1 order. Let me explain how there were 2 orders and proof that it is zomato's payment bug.

- usually during payments, most of the times it will not be successful in 1st attempt, hence after some time zomato app asks me to hit retry payment (Ref. Attachment proof of common occurence payment failures 1, 2). Same thing happened here.
But now without my knowledge 2 successful payments were done while zomato displayed me that payment failed i had to retry.
Later in call with representative they argued that i intentionally placed 2 orders. Let me disprove it.
Due to this error, there were 2 orders generated orderid [protected] & orderid [protected].

Now please fetch attachment (Zomato promo code terms and conditions, time when order placed 1, 2 & zomato promo code 1, 2)

You can see that i have used promo code which gave me rs70 discount.
Now read the terms and conditions of promo code. It says this code can only be used only once in 60 minutes every restaurant. Now refer to the time when order was placed.in both "time when order placed 1, 2" screenshots you can see that it was placed at 08:10pm. So, if i human had placed 2 orders intentionally/manually, then it would be impossible to apply promo code for 2nd order.
And look both the orders are placed at exact same time. It is impossible to place 2 orders with promo code. This is proof that it was bug from zomato app.)

Hence i have proven point 1.

-next, meanwhile i tried to reach out chat support but only preloaded messages from robot were displayed. Hence i tried calling restaurant no provided in topmost right corner in the app (Refer time when order placed and fake restaurant no) but the receiver said this is not restaurant number and he is always being harassed.
I dropped a mail hoping that they will cancel it soon before it it delivered, (Ref mail 1, 2) but they did not cancel order.

Hence i have proven point 2

- the rider 1 called me (I dont remember names) and told i had 2 orders and since it is same address, he is marking it delivered and will hand over to the rider 2.
- this is the time i actually understood what was going on and tried to get in touch with zomato but failed.
- since i couldnt get in touch with zomato support or restaurant, i called rider 2 and explained that it was not my mistake and cancel the extra order.
- rider 2 assured me of cancellation and said i would get refund and he delivered me only 1 order. I dont know what he did with the order rider 1 had hand over.

- i tried to mail the customer support for refund of the other order but they denied saying that in system it is showing that order is marked delivered for both oder id and refund is not possible.
(Refer attachment mail 1-6)
- i told them to call me.in call the customer representative kept me in conference with rider 1. I explained everything. When customer representative asked rider 1 did he deliver to my location, rider 1 said he came to my location and delivered. He started lying fearing that he will be punished or penalized for handing over the order to rider 2. Of course he will lie. Who will tell their boss that they have not performed their duties?
I told the same. Rider 1 in restaurant itself had marked delivered and handed over, so in conference i asked him to describe my location or what instructions did he get from me to come to my location, since it is difficult to reach my locations without instructions. He was not able to prove it. But kept insisting that he had delivered.
Customer representative called rider 2 and he said that there was only 1 delivery.
It takes 40 min to come to my location. How come when restaurant finished preparing food at same time, one was marked delivered 40 minutes before and other 40 mins later? Doesn't this prove that rider 1 sitting at restraunt had marked it delivered?
Now i and customer representative came to agreement that since rider 1 cannot be trusted, customer representative will forward it to his backed team, there they will
"determine rider 1's location at the time delivery was marked successful".
I was happy with this proposal since this will bring out the truth. And replied that i was eagerly awaiting their results from backed.

Hence point 3.

Now 1 month has passed. I have given them enough time but no refund. They are mailing me and calling me harassing me to give me details.
I should explain this from start? I told them to refer trial mail and even explained to them. But every time it is new representative and they dont resolve my issue and keep harassing me.
Just how many times can i explain whole thing? I am done with them.

They are employing delay stratergy.

I request you to please resolve this issue and bring me justice.