Disappointed

Hi I bought a golden cloud wheat flour and when I opened it there was webs and worms in it, I contacted them they said it would take 72hrs to get back to me, uptil today I am still waiting for a response, I called them on Friday they told they will escalate the matter, but nothing has happened, I was not going to take it up as it's only a 2.5kg,but I feel that we as customers should be taken seriously.