Swiggy — Food not delivered and unethical behavior of helpline chat staff

Order no #[protected].
I ordered for basic food from udpi express around 6pm last evening (22nd August 2021) and post confirmation it said the food will reach you within 45 mins. Around 645pm my delivery guy called and said that he is unable to locate the restaurant. I told him check on the map or speak to the restaurant or swiggy back end team to get proper location.

After 15 minutes I call him to confirm if he picked up my order. To my surprise he did nothing and kept saying he is unable to locate the restaurant and asked me to cancel the order. I told him I will not cancel the order and told him swiggy is showing such restaurant in their app so you sort it and kept the phone. here I approached the helpline chat and got connected to Kiran. he tried to be apologetic for what happened and later in the chat mentioned he helped the delivery guy locate the restaurant and my order will be picked up in few minutes.
After few minutes I asked him to update on the pick up status. He clearly mentioned that delivery partner has reached the restaurant and i will notified through swiggy app about the pick up. After around 20 minutes with no update on the app I again wrote to Kiran and he messages me that delivery partner is unable to locate the restaurant and should he rearrange for a new delivery partner. This was a shocker. Swiggy helpline staff bluntly lied to me that the delivery guy has reached the restaurant.
Please ask the swiggy team to check all the chats between us. Here he wasnt apologetic towards anything despite knowing the fact that my kids were hungry and were waiting now for over 2 hours. Now he offers me refund to swiggy wallet upsetting me further. So he initiated the refund to the source account and just closed the conversation. This is how swiggy trains their employee? Such insensitive, unprofessional and unethical staff are hired by swiggy. Seriously, time to be loyal to Zomato who atleast addresses to customer grievances if there is one and most important is they are sensitive their clients and apologetic as well.

I would like to how swiggy is hiring such unprofessional and unethical staff who is lying bluntly on an online chat. Both the delivery partner and especially Kiran should be terminated immediately. Please refer to the online chat that is recorded with you. order no #[protected]