Poor quality Simba chips- No replacement?

I bought a 200gr of Simba chips, creamy Chedder. The chips was all burnt. So I contacted the customer care line. I had to send pictures of the product, proof that I bought it. as a result they gave me an apology letter? Very disappointing for such a big brand? I have contacted many suppliers and they all happy to replace your product. Simba your apology letter isnt going to cut it this time! They didnt even offer to replace the product, what a joke and poor customer service.