Zomato - Spillage

I had order McD, which contained two small cold drinks. I received a call from delivery partner on reaching the society gate that the entire order has spilled and that he had called Zomato to cancel the order. This request was declined and delivery partner was asked to deliver the order anyway. Upon this I received a call from him and explained me the issue. I told the him to bring it so I can raise a complaint once I receive it. At the time of receiving I raised the issue and shared a video with Zomato support team. After multiple tries I was given two unsatisfactory options, screenshot attached. On this I tried multiple things so I can bypass this option and connect with some from support on call, but was unable to. Following this I made a new video of the order and shared this with Zomato over mail. I didn't not receive any information in the **hrs time frame promised to me so I wrote them back for update on which I received another generalized revert.

This happened to me second time in * days span. The first was also same issue on a similar order and on complaing, I was refunded the items amount and not the delivery charges. This time I was given an option to accept a refund of around **% of what I had order.

My concern here is the ease with which Zomato is exploiting it's consumers on false promises. If it charging over INR *** for distance and not fulfilling its obligations and then not giving the customer the basic option of conveying his issue verbally to an employee of the company is simply unacceptable.