Zomato — Missing items in delivery no refund is being provided

Address: Mumbai

I had ordered on the Zomato app on saturday - 6th January at around 10:17 p.m. from Mcdonalds
Zomato order number - [protected]

four items were to be delivered
1] 2 x soft serve strawberry
2] 2 x Mcveggie burger
3] 1 x veg pizza mcpuff
4] 1x med fries

payment was done online

I did not receive the first 2 items in the order os a major chunk of the order was missing in the delivery the boy who delivered handed over the parcel and ran through the stairs without allowing to check whether all items are present.

i immediately when to the help in the app and uploaded the photos of the delivered items and tried to connect with a customer executive which the chat did not allow. it said write an email to [protected]@zomato.com.

i did that and it says your issue will be resolve in 72 hours, today morning i received an email from the customer service - "After investigating your claim of the missing item, we have been informed by our restaurant partner that all items were sent as ordered. Unfortunately, without confirmation of the concern from the restaurant, we will not be able to initiate a refund for the missing item"

which means customers are trying to cheat Zomato and not the vendors and we are cheating them when i have ordered another 15 orders in november december where i have not had this issue.

so i gave money and dod not receive the goods at the same time now i am being told there is no refund.

Somewhere something is cooking and i feel there is hand in glove which is taking place