Swiggy - Food Not Delivered

Ordered some Cheesy fries to celebrate my Kids winning a medal. Paid in Advance via Net banking. The food was never delivered. I had received a call from the delivery boy confirming the directions for my place, however he never came.
After waiting for almost an hour, called up the Customer service, she told me that she was unable to reach the delivery boy as he was not answering his phone. She also promised me that since the delivery boy is nu reachable my order would be cancelled and i will get a refund in *-* working days.
Then after waiting for * days i got in touch with the customer care and they said that since its been more than ** hrs, they will not be able to help me, despite acknowledging the fact that i was told by their representative that my amount would be refunded.
The money i do not care, but the special evening lost is a bigger loss.
This is cheating...