Zomato Media Pvt Ltd - No response from support team

The number of events Zomato support was beyond inadequate: *
The duration in which these occurrences happened: * months.
Cause: No response/ very late response from the Zomato support team.
Zomato has more than elaborated on the fact that they aren't liable to the restaurant's food quality or service but what about theirs? Is it only to provide an app/website that allows users to place orders to restaurants or visit and avail discounts? Who is responsible than when Zomato's support team does not respond to your queries?
I have been actively using Zomato for over * years now and never have I faced so many bad experiences with their support. There is usually no response or very late response. I place an order and when it's already been over an hour and I check with them on an update on where it is I get no response. It shows me that the chat wait time is * minute yet since over a day I haven't received a response or a refund for my order.
Moreover, it's not even about the money but it's about them repeatedly failing in providing a service! They are responsible for
*. Keeping the restaurant information updated.
*. Replying to support query when someone asks about the whereabouts of their order.
*. Refunding in case of a failed order.
*. Responding to a recurring issue with the inadequacy of their support team.
Over and over again I have been seeing complaints on their social media, on the google app store, even on the consumer complaints. How are they not doing anything about it and why hasn't this concern been addressed when it has been raised repeatedly. If not by anyone by me (at least * times that I have a record of).
I would not have taken such a step if I hadn't noticed a trend in their failures to provide a service! Someone has to be held responsible. So many people depend on such platforms for their daily food and yes there are other apps that one may choose over this. But having spent * years on this app and seeing its state it might as well be shut down if they can't run it properly.