Empangeni Branch - No customer service

We are an old aged home with 60 residents and require our goods to be delivered in good order to be able to feed our residents every day. 25kg of ROTTEN oats was delivered to us and when we requested a replacement we received no response. Zama at the Empangeni branch failed to make arrangements as requested to get our oats to us. When contacted this morning she passed the buck to Thami and said he was supposed to contact us. We cannot justify to our residents why we cannot supply oats with their breakfast so at 7am this morning we were buying small packs of oats from expensive cafes in order to feed them. As an NPO this is unacceptable. The Empangeni branch said they have a "process to follow" with regards to matters like this. How difficult is it to replace a pack of oats especially when we made arrangements to make it easy for them to get the goods to us.