Swiggy — Order not received but it is showing order is delivered

I have ordered(order ID:[protected] meal for my friend who is ill on[protected] at 3 pm she waited for 1 hour for order and after 1 hr it's showing that order has been delivered

and when I tried to reach the delivery partner he is not answering the call then I reached out to customer care and they said that they can not do anything about it they could just provide me a refund

I requested him to re-arrange the delivery and give some instructions so that I can have my order earlier but he refused

YOU ARE NOT VALUING YOUR CUSTOMER'S TIME AND THEIR SITUATION
DOES THIS KIND OF SERVICE ACCEPTABLE?

I need justification and an answer that what went wrong. why my order was not delivered ? why a delivery partner is not taking my calls or calling me back?