Disappointed with Cadbury

I purchased a box of Cadbury Lunch Bar from a well-known retailer. Upon opening the sealed box, to my surprise all of the individually wrapped chocolates were opened at one end. I tried contacting the toll free number ( on 05/11/2018 @ 10h00 ) on the box to no avail. I then tried again and got through to a agent ( Bruno ) in the call centre which is in the United Kingdom and explained the situation to him. I advised the agent that the chocolates were purchased for my daughter's birthday party at school, but couldn’t provide the kids as all the chocolates were open. The agent took down the details and advised that he will email me the ref number, so I can provide them a picture of the product, after many hours waiting for the email, I decided to call the office again and spoke to a lady she advise that she will take my details and get the guy to call me back. He did call ( ********** 169915 ) just before 17h00 in the evening, which he advised that he took down my email address incorrectly. So, I took his email and emailed him the photos, he then advised that he wants a picture with all the chocolate. I advised that it is all in the box which he can see. I just put a few in the front which will show that it was open. He then advised that he company won’t accept because I must take out a picture with the whole 30 or so, so I advise he can see the box is full. so, I passed the call to my partner.

I spoke to the agent and enquired as to why they required a picture showing all the chocolates. I was unsatisfied with his answer, thereby asking to speak to his manager. He responded that the managers do not take call as he was equipped to handle all queries. I insisted to speak to a manager as I was sure the agent did not speak nor understand english very well. The agent refused me speaking to a manager. He eventually put me on hold and when he got back, he stated that a manager would be in contact with me shortly. I advised him that it took the company almost 8 ( eight ) hours to return a call so it would probably take the company or the manager another 8 hrs to return my call. The agent then hung up on me.

Now the question I ask , Is this the kind of service standards we the consumer should be subjected to ? Why do we South African need to deal with people in the United Kindom ?