Zomato - order picked but not delivered

I had placed a food order on the **th of July **** at around **:** pm and did the payment online of Rs *** online. The order was from Karama restaurant, mosque road. The order is included a Tawa shawarma and a masala french fries.
After waiting for an hour and not receiving the order I called up the restaurant and they told me that the food order was handed over to the zomato delivery person long back. The bad part was that the delivery boy wasn't answering calls and his phone was switched off after that.
Later this delivery boy whose name is Gautham texts me saying the order is cancelled and that he is sitting at home when he has actually picked up the order. I asked him about my payment and he says that he will pay me back. The most pathetic part is customer service. They don't even reply back properly to the query. They just send a message which is not even in any way related to the query. Just have a look at the replies. I have attached all the related screenshots.
This is so very sad and disturbing, you come back from late-night work, order food online, paying the amount beforehand and waiting for two hours for the order, you come to know that there the delivery boy has taken your order to his house and neither he nor zomato are giving proper answers.
After waiting for hours I had to sleep on an empty stomach because other restaurants are shut. I hope this forum gets me justice