Pick n Pay clueless about service delivery

I bought a tub of ice cream from Pick n Pay Grootbrak. Upon opening the tub, it melted before and was refrozen, so only half the tub was full, with needless to say, the ice cream being inedible. This was raised with pick n Pay on WeChat complaints. Almost two weeks later, no resolution, now the agent tells me I need to follow their process and wait until they contacted the store for a second time. And I need to wait until Monday. This means it takes Pick n Pay two weeks before they get managers involved. And the customer must be happy with their internal processes. This is pathetic.