Zomato — rude and unprofessional behavior of customer service and the delivery guy

I did an online payment of rs 373 for my food (Including rs 5 tip to the delivery guy and rs 20 for longer distance convenience fee). 10 minutes after ordering, the delivery guy calls me and says that he will not deliver the food because it is far. I requested him and told him that i am about to leave house for an emergency and my mother is waiting in home. I also told him that i have paid the convenience fees of rs 20 and tipped him rs 5 as well. He still denies at my face and disconnected the call.

Now, i started chatting with the customer service guy and after a long struggle of 15 min he tells me that food cannot be delivered because of long distance issue.

Now i asked him to refund my money back and he says me that you have to call the driver and ask him to cancel the order to get the refund. I called the driver and asked him to cancel the order from his end and the driver again denied stating that he is not able to cancel the order from his end.

I again had a chat with the customer service guy and this time he tells me that he can not do anything. I will only get the refund if the driver cancels the order. If zomato will cancel the order from their end then i will be charged the cancelletion fee.

I have taken the screen shots of the detail conversation that happened with zomato customer service. I need to know whom to contact and resolve this issue.

I have few questions for zomato:
1. Why you guys accepted my order when you have such a mega plan of denying the service
2. Why you charged the convenience fees of rs 20 for long distance
3. Why you hire such unprofessional people in the customer service team if they are not able to reslove such a minor issue.
4. Don't you provide any training to your customer service executives.
5. Do you hire anyone who wants to be a delivery guy?

I am currently in a bus and my mom was waiting for the food. I trusted this guy to deliver the food on time. I didn't even get the money i paid for the food. I want to raise this issue in every platform possible along with the screen shots of the detailed conversation with the delivery executives.

Zomato should be ashamed of harrassing your customers in such a way.