Dunzo bangalore - Package not delivered

I had ordered vegetables worth *** on **nd Oct and the Dunzo did not deliver the order...but we got a message stating the order was delivered. When contacted the delivery agent, he mentioned that phone was not reachable and hence couldn't deliver and asked us to raise a complaint. When we raised a complaint, they come back stating we see there was a conversation between you and the delivery agent and hence we cannot process the refund and the ticket has been closed. There is no way we can contact Dunzo through phone and this is such a pathetic experience for the users. I have been a regular customer with Dunzo and had referred my family. There first experience with Dunzo was like this and this is super frustrating!