dunzo mumbai - Package not delivered

I ordered from Dunzo quite frequently and never had any issues but this time when i ordered. First, it showed * hour delivery time where they claim they will send it in ** mins.
I never received my order. Tried talking on support chat and they claimed that I am not eligible for refund or the order as I didn't answer the delivery guy's call when he came to deliver it. I wish to state that my address was clearly mentioned on the order details. I called the delivery guy and he argued that he cannot deliver the order now because company has cancelled the order. However, the app shows that it has been delivered successfully, wherein it has not been delivered. So, I don't get the order, I don't get my refund and the delivery cannot be reattempted because I didn't take the delivery guy's call when he came to deliver. You can ring the bell. You can leave it with the guard. The flat and room no. Everything was mentioned. It has never been a problem earlier. It is extremely disappointing and the way the delivery guy spoke to me and there is no way to contact company directly for any support is just plain scam. We order things online for convenience not because we wish to get scammed like this. Horrible service. Horrible customer support. Even the delivery guy couldn't help with the number or initiate any request for refund. If you are that genuine, then atleast attempt to solve the problem. Extremely unprofessional, and highly disappointing experience.