Non existent customer care

I'm not sure why they even bother to have a customer care department at all. I have tried for over a week now to get in touch with senior management, I started out by emailing actually to compliment 2 individual staff members in a particular store, it has now developed into a really huge complaint. It is so sad that there is nobody to get hold of in the entire company who cares enough about their customers and more importantly their staff, who without them, they could not operate! I have never experienced this total lack of service anywhere; I find this extremely sad. With their attitude, I will definitely use their competitors in future. Just For the record and a laugh - I received one reference number advising that someone would contact me, and today received another (different ref number I may add) to say it has been completed and they thank me for my continued support?????