Faulty product followed by zero response from portal.

I purchased some Livewell long life milk from them. When I opened it I found it was sour which is a first. I thought this long life stuff would outlive the dinosaurs. I went to the PnP portal and submitted a complaint on Tuesday or Wednesday. Two complaints have been submitted. It recognises my smart shopper number and says the complaint has been received. No acknowledgement or action yet. What is the point of a portal that doesn't seem to generate a response. Dismal other than the faulty product.