Igp.com - IGP com Poor Service and Lack of Responsiveness

I had ordered a surprise gift hamper for a business partner, on their Cafe Anniversary, to be delivered as a surprise the same day and it was confirmed by IGP.com website (Order #*******). I got a message at * PM saying it is out for delivery (Evidence*). Except for the tracker, there was no communication or contact details of the delivery person. At around *** pm, the tracker showed ** mins away (Evidence*). I had to apologize and request to the receiver to accept any gift that lands at the door. Around **PM, I still get the same msg that it is still ** mins away (Evidence *). I tried calling the customer care nos and I couldnt dial into them at all. I dropped them a mail, and it didnt fetch any response till date.

I did get a hazy msg from IGP saying it was not delivered but I cant seem to find the snapshot that. However, when this issue was raised on their social media platform, they confirmed it was not delivered but attempt, to which the receiver has already commented that it was not attempted, neither delivered. (Evidence *)

I then raised a complaint and they acknowledged by sharing a complaint no (ticket Id *******) and the (automated) mail said someone will reach out within ** hrs. (Evidence *). I did send a follow up mail as well on the complaint and even that never fetched any response.

Today morning, I finally raise this concern on their social media platform
https://www.facebook.com/photo/?fbid=*****************&set=p.*****************

This has been a really embarrassing and horrifying experience and has costed not just time and money but also a good amt of goodwill with my business partner. The Pet Cafe is one of our most valuable partners to our business and we wanted to send in a surprise to them. Instead, it led to causing stress and discomfort by informing that that the parcel delivery might land as an unusual time and disturb them as we are unable to reach anyone to stop , redirect or cancel the order.

I seek to raise a legal action on the site IGP.com for their unresponsiveness, lack of ownership and professionalism and causing not just distress and goodwill but also an opportunity loss for our business.