Swiggy instamart - Damaged and Used Food Item received

Hi Sir/Mam,
I have ordered two items (* litre * UP and * liter Butterscotch Icecream) around **.** PM on **th February **** in Pune. They have delivered * litre Ice Cream opened and used icecream. Usually Swiggy gives in a packing with the seal but this time that guy gave us icecream seperately from his bag to my wife. Immediately after coming to kitchen when she saw the seal was opened already and opened to see inside it was used item's around **%. Immediately she told me and I tried the delivery guy but even after *-* calls he didn't attend the call. Simultaneously I was trying to contact Swiggy customer care and the agent asked me to contact via chat with Video and images as they cannot provide solution via calls. Then again I contacted them via chat with images and videos, without even taking or considering our problem they immediately said we cannot refund or replace the item. Again they gave my email I'd to send mail and in between I was kept trying the delivery guy After repeatedly making * * calls he attended and I asked where is your instamart shop so that right away I can come there. He asked me why what happened and he was nervous not sure and he disconnected the calls. Again I tried and asked let me know the place where you are and he asked me to come to the Swiggy instamart shop and immediately when I was starting my home again he called me to check if I'm really coming in and I said within * minutes I will reach. When I reached I could see the boy with other * delivering person standing around then I immediately asked and went to the shop to highlight the same to their Assistant Manager Kiran and soon the delivery guy went from there and manager said raise a complaint to swiggy and the other delivery guy's around me said it may be possible that the guys working inside the store might have opened and eaten but not delivery person there are high chances for that like that. I was standing there for ** minutes late in the midnight and sending mails to swiggy and chatting with them saying all things happening still noone could help me nor concerned about my situation. I finally realised noone is goona help and before leaving I asked security to call the manager and took his number and his direct Manager name and number Vicky and took a photo with the item which I kept on the table and came to my home back. Morning when I saw the mail from Swiggy instamart they responded saying we cannot validate the request hence we are unable to provide the refund or replace the item and his name was Dipak Goswami. I'm not concerned about the money or troubles and mental torcher I went through but a normal middle man like me is facing this trauma and no value for customer and their hard earned money so just think about people below middle class what they are going through. I'm deeply hurt because something we bought with our money to eat and that was opened and used by someone and that was delivered later and nooone to help us. Where the world is going I'm scared. What's will happen in future I'm not at all understanding. I don't want my money back but I want to let as much as people know about this incident and Swiggy should be responsible for this act and they should be penalized for not concerned about their customers feelings and emotions.

One more point -Swiggy has a promise of delivering items within * minutes and always even in day time I have received the the item within *-** minutes but yesterday even though it was night the delivery happened after ** minutes for which I have raised a complaint in Swiggy asking "where's my order" They said within * minutes the delivery guy will reach almost he took ** minutes to reach my home though only * minutes was the distance to my home.