Customer not important enough for sure

Took my family out to dinner. Had impossible to chew calamari. Brought it to waitresses attention. She called Fabio. He said sorry. Said would call manager. Nobody showed up. I logged complaint to head office, They said they will inform branch who needed to get back to me. Nobody did. I logged another complaint. Apologies all around and another promise for branch to contact me. This is in a time span of 3 weeks. Still no contact. Why must this happen? Customer obviously not worthy of getting chewable calamari and good service. Pathetic.