Service failure

I have purchased a pack of B&H RED early this year, the packaging was offcut and print on the box was cut off, to my suprise the cigarettes were of very poor quaility and were all damaged and off cuts. I have all calls ive made to British american tabaco recorded, i have called over 5 time and no one ever returns my calls. They have collected the defective pack with no answers as to why they are selling such poor quality products. I have purchased 10 packs (carton) but they have only sent me 1 pack back. I have been to the store where i purchased the product and advised them, the owner provided proof that he had purchased directly from BAT. I have all pics and calls if required. I am not immpressed with the poor service and product. I want urgent intervention as calls and mails to them are simply not important.