Poor product and service

I bought a pack of Alettes Rusk buttermilk at my local retail store. When I opened the pack and took the first Rusk out, the top layer broke to pieces. The rusks look incorrectly cooked or dried. A gap was noticed through the rusks. We phoned the company on the number on the pack. The feedback we got was shocking. She said it was not their problem and said it is the store I bought the product from's fault. Then she tried to convince me to rather shop their product on the online shop and not at the retailer. Will however not buy the product again.