SWIGGY - FOOD NOT DELIVERED ON PREPAID ORDER

I work in a hospital.On *th december at *.** am i had ordered food from Burger king via swiggy app. after waiting for ** mins for my order the app showed that the delivery was done and i called the delivery partner when he told me he gave my food to a watchman.There is no watchman and then on calling him back the delivery guy told me that he will not deliver and that i can file s complain.On talking to the customer care number they told me to mail them the entire situation and promt action will be taken. on emaling them the entire problem after * day they replied by saying that since the delivery was done they wont be able help me and no compensation will be given to me
This more than just about "THE MONEY"
WHY THE DELIVERY PERSON DID NOT CALL ME WHEN HE MARKED THE ITEM DELIVERED
WHY WAS HE NOT ANSWERING THE PHONE CALL AFTER THAT
IF A DELIVERY PERSON MARKS THE ITEM DELIVERED HOW CAN SWIGGY TRUST ON THEM AND NOT ON CUSTOMER
Order no-#***************