Zomato - Order placed not delivers in 2 hours

Order no. **********
This is to bring to your notice that I am not at all happy with the kind of service I received with the order I placed. I had to wait for almost * hours for an order to be delivered. And to the ice cream was melted. Rider said he will be charged for the order in case I cancel the order. Therefore he made it delivered on the system did not take payment from me and took the food along with him.
When I called him after ** minutes of placing an order he said his bike got punctured outside the restaurant only. I spoke to customer care they kept on saying your order will be delivered in next ** minutes. But the rider came to my place after * hours of placing an order of ice cream which was totally melted when I refused to accept the order he said please don't cancel the order as he will be charged for the same and he will miss out on completing his target. He further said the company will say why he did not reassign the order as he was unable to deliver the food on time.
Finally, he on his system completed the order as delivered and left with the food without taking anything from me and not even delivered anything. Poor service from Zomato. I am totally dissatisfied with the services I received today from the customer care team and the rider.