Disgusted customer

My wife went to the Grassy Park branch last Friday, 8 November and bought a large Kashmiri, a large garlic Chita and a chicken kebab. We must have been on our second slice of the Kashmiri when my son found a worm on one of the slices. My wife immediately called the branch and explained to the assistant on the other end. I took pictures of the invoice and the slice with the worm and sent it to the assistant. Because it was late we thought we'd leave it for Saturday to return to the branch but we put everything back in the boxes and went to the branch. A guy by the name of Nthando Siko came to assist us. He took the pizzas to the back area, spoke with one of the preparation staff at the back for a while then made a call. I heard the name Tariq been mentioned. I later Googled Bin Rashied ownership and found it to be Tariq Mehan. Nonetheless, Nthando finished his call and came to offer us a replacement meal. After having found a worm in our previous pizza there was no way we were going to eat there again and insisted on our money back . Nthando held firm and we eventually left the branch leaving our contact details with the promise that Nthando would get Dean Oliver, the branch manager to call me the next day. Came the next day, 12:15 no call - I then called the branch and spoke to Nthando who said he forgot to give the message to Dean. He then gave me an email address to raise my complaint to. I then sent an email to *** informing them of my experience. They responded fairly quickly but unsatisfactorily. The person responding to my email apologised and informed me that it is not their policy to provide refunds but they will gladly replace our meal. Refer extract of email: "We are aware of the incident and apologize for the experience however we cannot explain as to how this occurred. Our containers and food is thoroughly prepared, sanitized and checked prior to serving. We have investigated our food storage areas and could find no trace elements of the foreign object. Due to the nature of our business being a takeaway the object could have occurred at any stage of the process prior to eating.Because we cannot be 100% sure where the foreign object came from we are prepared to offer you a replacement. Unfortunately with regards to a refund, we have a strict no refund policy which is clearly marked on both menu as well as in the store. We apologize once again for your experience and thank you for your support." I responded by saying they are implying we put the worm in the pizza. There was no response to that email. I sent a subsequent email thereafter but to date there has been no response from Bin Rashied management. I used to be a fervent promoter of Bin Rashied pizzas but they have lost me as a customer for life!!!!!