Exceptional poor response from Pick n Pay customer service complaint department

No customer service. I lodged my complaint on the 7 Feb with Pick n Pay Customer service directly via email. I got a reply to say their HERO's will get in touch with me, and I got no further reply. So I sent another email on the 11 Feb, and their response was to complete a questionaire. I sent a picture of the spoilt fruit, and receipt and I am requested for the same information which appears on the punnet of the fruit. I am supposed to keep this spoilt fruit indefinitely until Pick n Pay decides to deal with my query. The price of the item doesn't warrant the wastage in petrol to drive there to return the item. Reegan who responded to the email did not do a very good job in reading the entire email. Very poor service, not expected from Pick n Pay.