Zomato - food product not delivered

I had ordered a cake for my sister’s birthday order ID- **********. The cake was not delivered as it was mentioned that I had refused the order, I gave the phone number of my sister so the delivery driver can call her up and deliver it.

The delivery address was mistaken by the driver as the map gave the location to another Akashaya residency but the delivery details was correct. The driver reached the wrong spot and after my sister contacted and shared even the google map correctly he refused to go to the correct location ( this could have been prevented if he checked the location address), on the call he agreed to this and we have the call recording. The delivery was cancelled saying I refused it and the compensation for this was the whole money I paid for the cake.

Asking about this to customer support, where my sister contacted them and the support agreed to this mistake of the driver on the call and said they will escalate it, have the call recording again. Escalated matter was taken up by Krithika who refused to acknowledge the mistakes and was of no help, rudely chatting and closed the chat without my acceptance or before I could continue. The delivery man went to the wrong area which was *mins from the actual spot and due to there mistake I have been made to pay the whole compensation which is the whole order money which is atrocious!

The second chat support I contacted after Krithika rudely closed the chat, claimed that the address was changed by the chat executive! The address was updated by me, *min into ordering the cake (which said that the delivery process will take **mins now instead of **mins because the location was changed). Akshansh (customer support) insisted that the executive has changed the address, how can a customer support go to my saved address and change the delivery address?!! Thankfully I saved the address so I know what they said is wrong! All of this because the delivery person was at fault here and I have to pay for their mistakes.

I have been falsely accused and claimed of the above given statements. If I am not to receive a proper resolution for this I shall move forward to the consumer court and make a bank dispute for my money. I have attached below some of the chats and I will be withholding the call recordings now, I shall send over it if it is wanted.