Bad service

What's the point of your customer call center if they can't assist with a complaint.. I bought a family feast, bare in mind I already paid at the self service, I got to the assistant at the teller and asked if I could swop out the breast for leg and thigh and she said no, my family doesn't eat those dry pieces, nevertheless when I got home I saw my zinger wings weren't in, I also ordered sprinkle pops and they also told me after paying that they don't have the sprinkle seasoning.. I logged a complaint on their website and guess what? A representative called me from the call center and she said that she will escalate it to the store.. What was the point of her calling if she can't assist me