Poor customer care

I wrote a review of pick n pay on the 17 th of November complaining about a fly in my meat I got a reply and got a reference number a couple of days later I emailed and was told I have to wait for someone to get to my ticket it's now the 26 Nov and nobody has gotten to my ticket I do not have the slip but have the pics on my phone so I was wondering when Will pick n pay get to my ticket I can't hold onto these pics forever