Martians

Not a very happy chappy! Have kids that is upset. Went and bought chocolates and when going to engen refused to give us 2 martians as we have 2 kids as we did not purchase the chocolates at their shop. Then when finally managed to get our boys each a martian it has been damaged and was refused to swop them. How on earth?? My wife had phoned and lodged a complaint and no one has gotten back to her as yet! We could not collect the whole set as would be too much to collect 2 sets for both kids and had agreed to then get one each to keep them happy just to then have to give them damaged martians!! Now my wife had to watch Mondelez south africa comopensate a lady at work with a martians gift pack because her complaint was that she had only found out about the promo n week before ending from my wife. How do we resolve this?? Anyone?!