Zomato - Order not delivered by Zomato

On **th Aug ****, Rakshabandhan day, I had ordered a pack of sweets from Shreekunj Restaurant at *:**PM. Order no. **********. I got a call from the delivery boy which I missed as I was in washroom. At *:**PM, the app changed the status to 'delivered'. Nothing was delivered to my place. I tried many times to call the delivery boy from app as well as the missed call to check his whereabouts but he didn't pick the call. I then called the call center to compliant and they tried to call the delivery boy but failed. I called the restaurant, and they confirmed that order had left their restaurant, however they could not help with reaching the delivery boy to get status either. Call center called back to say they can't do anything since delivery boy was incommunicado, hence asked me to raise a ticket via email and wait for zomato to help in resolution. I raised a ticket with the ticket ID ******** at *:**PM the same day. (meanwhile I made a fresh order on same zomato on same restaurant, and this time the delivery was made).
* days later Zomato claims to have made the delivery and refused to refund the money.

Now ours is an individual villa on the main road, and unless the delivery boy threw the sweets on the busy road without any effort to hand it over to us,
there is no way à package can be delivered, other than by hand. And NO DELIVERY WAS MADE. Which is why we were complaining all the while.

Important to note that there are * people in the house, everyone was at home and NO delivery was even attempted to be made !

After repeated appeals through email, Twitter and grievance cell, I am constrained to file a consumer complaint for not making a delivery against prepaid amount, and failing which refusing to make a refund of the amount. Worse they seem to be closing investigations without once reaching out and asking for customer side at all. This amounts to fraud and harassment, especially on a joyful day.