Soft Romany Creams wont be replaced.

I purchased romany creams 500g. When we opened the pack it wasnt crunchy. It was soft. I then called the numberand logged a call. I get a call back that they dont replace soft biscuits as they left the factory in a good condition. I then asked what about the balance of the packet which is 3 quarter full. I was told to do what ever i need to.