Instamart - Groceries not delivered or refunded

Ordered groceries from instamart on ** September, **** at *:**am, as I do very often. I have an infant so can't go to buy groceries myself. The orders have been delivered but on this occasion, they called twice, I couldn't answer and when I called back, couldn't connect. They proceeded to cancel my order and not refund a single paisa.

I had additionally paid handling charges and delivery charges (by purchasing Swiggy One membership). I contacted the chat and said charge me a fair fee, if you need to or a delivery fee again but deliver my items that I have paid with hard earned money or refund me the amount. They refused. I spoke to * different chat executives and emailed them. They could have left groceries at the door or rang the bell, but they didn't.

I offered to go pick up my items but they said no to that too. They told me the items are back at the store. They would have resold them for double profit. Extremely unethical.