Burnt food

I Placed an order at KFC Sandton city on the 26th of April and got a burnt wrap l emailed their customer care and never got any response l had to personally contact then on the 4th of May 2022 to make a follow up only to find out that the issue wasn't escalated with the store l called the store only to get an *********** manager who didn't know what she was doing busy accusing me of lodging a complaint to their customer care...l called again there CC and spoke to Sibusiso who said he will escalet the issue till today the store hasn't contacted me so l spent my money to be served burnt food and have to personally make a follow up on my complaint is that fair?????????