Bad service

Burger King in Secunda is pathetic. Burger King customer care is even worse. I ordered a meal for my wife, asked for no cheese as she is allergic to it. Cashier confirmed twice. When we got home there was cheese on her meal. This happened twice last week. I wrote to customer care and they rep**** later that night. I saw the email the next morning requesting details of the purchase. At 10:01, I received another email requesting the details of the purchase. 3 Minutes later at 10:04 I received a email saying that the problem was resolved and the complaint marked as closed. Please explain!!