Lack of speed and communication skills

Earlier this year, I wrote to PnP in an endeavor to find out as to why their ****** biscuits tasted bitter(***).This matter was not attended to. This week, to my surprise I received a "no reply" email where I was notified that the matter is resolved. If so,what was the outcome? Who received it? Last but not least, with whom did they communicate that? I am still puzzled!