Lack of response to complaint

I had an unfortunate incident with one of the PNP branded products, which at the outset I wasn't to stressed and fazed about as I've been a loyal PNP client since forever. Long story short I bit into a piece of string embedded into a PNP branded Lemon Cream about 3/4 weeks ago. Not such a major issue to me as it didn't cause any harm etc. Next day I submit an enquiry on the PnP website on the platform they've made available. To ensure that PnP is made aware of the ''flawed'' product. Subsequently I logged 2 more follow ups and to my amazement still I have not received any feedback from anyone at PnP..