Zomato — Zomato declined order and refuse refund

I had placed an order through Zomato for my elderly parents. My order id is [[protected]].
I paid full amount for this order. The delivery person tried calling once to confirm the location and after a long wait the app mentions order delivered although nothing was delivered!
Shocked and dismayed, tried calling the restaurant from where the order was placed and they mention the order was returned as the delivery person couldn't locate the address.
Interestingly, there's no way you can speak to a person through Zomato support. The chat bot on the app, is not helpful . Emailing them a couple of times, I get a response that the delivery executive tried reaching out to me multiple times but I was unresponsive to the calls., hence the order was cancelled and no refund will be provided.
Appalling customer service!
Why would someone pay for an order and be unresponsive!
Surely there's better way of earning, rather than swindling this way!
Feel completely let down by Zomato.
Never to use Zomato again!!