bad service towards pensioners

Good day<br> <br> Im submitting this complaint on behalf of my aunt, who after multiple tries still got bad service. on the 17th of August 2015, my aunt bought 6 packets of soup mix. after she put it in water to prepare it, she found that there was termites in the soup mix. she went back to the store to complain and was told that they will inform the product rep to remove the rest of the same products off the shelfs. my aunt went back on the 19/11/15 to buy the soupmix again only to find that those packets also had termites in it. this time she went to the customer service manager, Wilma,who gave her very bad service. Wilma's response to my aunts complaint was that no one ever complaint about the soupmix. she asked my aunt why did she not phone in about the complaint. Wilma then told one of the other staff to refund my aunt one packets money back and walked away without any apology. this type of customer service really got my aunt upset as she is a pensioner and had to give out money to travel to Somerset Mall to get treatment like that.