responsive KFC

A week ago I ordered food in KFC branch in Brits and was thrilled to get vinegar for my fries for the first time in kfc. However, I was surprised to when my tillslip was partially torn and handed to me in that state. I therefore wrote an email to KFC to find out if this is their new standards and they became illusive by requesting "more information" from me via SMS and not email. This does not make sense... (1)why communicate to me using a different platform from what I initially used to start the communication ? (2)what more information do they need when the subject matter is "tearing of tillslip" by their cashiers? I also alerted them that their staff members don't care about the "sit in" and "take away" options I chose when making such orders as they packaged my "sit in" food in a "take away" brown bag on several occasions. This happened to me in most branches I visited. I came to realise that KFC doesn't want to interact with their customers but keep them in the dark. I am saying they because I'm still in the dark about the roving toilet key and unaccessible hand washing basin in Dawn Park branch..