Pathetic customer care!

I raised a complaint with Pick 'n Pay regarding eggs that were purchased from their store that were rotten (despite being stored in a refrigerator). I was asked a number of questions by their customer care department (some of which were irrelevant as I don't know who would hold on to packaging from an egg tray) and then received an e-mail that the complaint has been resolved. I have no idea how it was resolved and all further e-mails to Pick 'n Pay have been ignored. Is that the customer service one can expect from Pick 'n Pay?