Lack of feedback

Last year I ordered a wrap from Kauai the Wedge and asked 2 different people 3 times to confirm that my chose wrap had chicken in it to which they said yes. When I returned to my place of work and opened the wrap, it had no chicken in it and was leaking with oil. I wrote directly to Kauai and explained the situation. They responded saying I can collect a replacement. When I went to collect my replacement, the staff weren't aware and it turned out that I had made a mistake with the branch, Morningside vs The Wedge. I then explained the situation by responding to Kauai last year and had no feedback. Understanding that it was close to the time that people took leave, I assumed that they had not read my email (to which they responded quickly when I first contacted them). I then followed up 3 days ago and have still not had any feedback. I was initially disappointed with the staff at the branch but now also with the lack of communication from the customer care.