KFC ROTTEN FOOD

I bought a meal at KFC Twist street in Johannesburg CBD and the food was off and the chicken wasn't cooked properly. I sent an email to the customer care to complain about the food, they called telling me that there's nothing they can do because i didn't return the food to the store, i informed them that i bought the food the evening and i don't stay in the same area as the KFC store where i bought the food, i was the told by the agent their policy and slip states that the customer should return the food the next day and the meal will be swapped out and the more i'm tell the agent that the slip doesn't say anything about food being returned the next day his telling me it's on the slip. I then asked the agent so what happens now cause i had to throw the food away he tells me that there's nothing KFC can do about the food that was off. I asked someone at KFC at another store and she told me that the customer care is suppose contact the store and the store is suppose to contact me to give me a refund or another meal.