Biscuits Soft

We purchased Eet-Sum Mor biscuits at a leading supermarket in our neighborhood that was on promotion. The packet contents we opened last month was SOFT. We checked the packaging for damage or abuse and found none. Also we checked the expiry date and manufacture dates and all was in order. We called the Bakers Helpline and sent them a SMS / email. The lady in charge of complaints at Bakers called us and really tried to put the blame on us for the biscuits being soft.