Zomato - Food spillage

I have ordered biriyani on zomato on **th Aug ****. The delivery executive was not able to find my place so I had to go down to get the food parcel myself. When he tried to take the parcel out him and I noticed that the parcel was teared and the raita and biriyani was spilled all over his zomato bag. I helped him close the boxes and took the parcel upstairs since I didn't want to make him feel bad (he was very apologetic). And I tried the chat option i zomato for complaining about it, in which it didn't even give any solution and asked to complaint via email. This wasn't the first time this happened but this time I was determined to see it to the end. I went to email and wrote a mail with receipt and photo attached, guess what the reply was? They said after thorough investigation they were not able to confirm what I claimed. This is clearly fraud, is there no way they can be punished for this? How are they allowed to do this?