No action taken for the complaint given an replying for the complaint given about the order received - Consumer Complaint for Shakeys

I have ordered pizza, and the clock stopped even before reaching my address . From the time of clock stopped the delivery was 20minutes late. As per Shakey if it's late it free right . The rider got money from me and said it's traffic. And pizza is cold . So , I contacted customer care . They replied that they will take action . But when I reminded them they are not replying to my message and haven't taken action ,it's already a week passed.