****roach in lettuce

A while back I purchased a vaccum packed packet of lettuce from the San Ridge pick n pay. On the packet it said "" washed and ready to use". Before opening it, I discovered a ****roach on 1 of the leaves. I immediately took it back to the store and the manager apologized and said he will immediately inform head office. I received an email from their customer care acknowledging receipt of the packet and that they will investigate the issue with the supplier and get back to me with their findings and that as compensation, they will credit my smart shopper card with R500. To date they have not done so and have ignored my emails. Is this how pick n pay take care of their customers.