Bad service/rude response

I had a very bad experience more than 2 times and now it's the third time and no one seemed to care about my complaint,I sent my sister to buy streetwise5 and when she got home we noticed it was so crispy as if it were zinger wings the horror began when it was time to taste it and they were all hot and spicy my mom couldn't eat it coz she's suffering from ulcers,when we reported the matter they didn't even respond to my complaint my sister also sent them a text they only told her that they are only gonna refund her a streetwise2 we shouldn't have eaten the meat,my question is whose fault is it that they have given us the wrong order and inconvenience us,the taxi fare to and fro who's gonna refund that????