Zomato - Refund denied and food not delivered

Order No: #**********
Order Date : **th Apr'**, **.**pm
Amount: Rs ***/-
Experienced a harrowing situation with Zomato on **th Apr'** (Mon). I have faced issues earlier regarding refund, late deliveries etc but Zomato had treated the situation fairly. This time they were illogical and caused sheer harassment. I had placed an online order at **.** pm from Firingii restaurant which amounted to Rs. ***/- and showed delivery within ** mins. I had saved the delivery address as *A/*, Baishnabghata Bye Lane, Kolkata-****** but I did not receive the food item. That very day, I had placed * separate orders ( ********** & **********) before ** pm with the same address and I got two items delivered and * was cancelled. The *rd delivery valet (Mr Amit Mondal) of order #********** was unprofessional enough to not deliver the item to me and Zomato was unfair enough to also not refund me a heavy amount of Rs ***/-.
When I placed the order, I immediately called Firingi to request them to prepare the food early. You can check that with them. They complied. However, when the valet picked up the order, that is when the delay began. At **.** pm, I got a message that my valet was trying to call me. I was not around my phone at that point and could not take the call. I called him at **.** pm (after * mins) when I saw the missed call. He did not pick up the call though it was ringing. I tried calling him on another phone no. It also kept ringing.
He called back at * pm and said he has reached another location, near EM Bypass which was completely opposite to my address. I verified the address with him. He told me the same address that I had feed in the app but he said his navigation showed him the direction where he reached. I asked him to reach my correct location because it was around ** mins away from my home and I had guests waiting for lunch and it was past * pm.
He told me he will not deliver the food item to me as he has another delivery location to reach. He said he had called me and I missed so he was not sure of the address and it was my fault. When I told him I called him back and he did not pick up, he said he was driving and that is justified. This was unfair. I, as a client, missing a call will be punishable but the valet not picking up the call is justified. Please explain this reason for the disparity. I called him again and he stopped responding. I contacted Customer Care and chatted with them for * hour but they said they will not give my refund also.

Now, you please tell me if I have saved the correct address and the navigation in Zomato shows a different location, how is it my fault? It may happen that I can miss a call. This is also not a fault and he was calling to verify the location which also is unnecessary as he should have some idea about roads. Anyway, I also grant him this but I called him back after * mins which I think is very reasonable and in those * mins he did not reach so far that he had to refuse to come to my home. He gave an excuse of doing another delivery.
Please tell me why should I be penalised for Zomato's internal policies. To top it, I chatted with customer support for * hour and they said they will not refund. What is with this unfair resolution? My job as a client is to put the correct location which I did. The customer guys also agreed with my address and I can guide the driver regarding the address. If somehow I missed the call which may happen with anyone and called him after * mins, why will he not come & deliver? He said he will go back to return the food to the restaurant which is also near my house but not come to deliver the food to me.

Not receiving the food can be forgotten, the harassment of having guests waiting can be forgotten but why should I be penalised by not getting back my money. Just because I paid online cash, does it mean Zomato can take advantage of this and hoard money this way by duping the clients. Had I clicked on Cash on Delivery, wouldn't the driver have come to deliver the food. So, policies are made for the convenience of Zomato it seems and not in favour of the customers.

I need one good reason to understand why will I not get my refund and what was the reason for this harassment. If you feel that my long email justifies a logic, will request you to give my refund. It is my hard earned money and losing money this way for no fault of mine is unbearable. I am almost a daily user of Zomato and facing such harassment despite being a loyal customer is painful.

PFA ** screenshots of chat history with Zomato Support staff. It's been ** days and I have not received any response since I have emailed order@zomato.com. Kindly help