Utter disgust in Pick n Pay's unwillingness to serve

I have never experienced such disregard for a customer query. It has now been almost a month since I complained about the condition in which my ice cream (2x2 liter tubs that cost R140) was when it was delivered to me (the store that delivered is 5minutes' drive from my home. When I contacted their customer support department they asked for pictures of how the ice cream looked. Luckily I thought of taking pics, so I was able to provide that. Then they came back to me and said they will first investigate and should be able to provide me with feedback in 2 weeks time. Now you tell me, would it not have made sense to refund me based on the pictures, and THEN investigate why the quality of the ice cream was below standard? When they eventually came back to me on 22 October, they apologised with a lot of words... that is not the standard that we wish to uphold blah blah blah and that theg would gift me R140 in points or a voucher as a gesture of goodwill. Needless to say, the reason why I am turning to this platform is because up until now I have not received my gesture of goodwill after numerous emails following up on when I can expect it. I think they blocked me because I am being persistent. Well if I do not get any joy from this complaint, I will turn to the Consumer Protector. I am not being petty. It is about the principle and my utter disgust in Pick n Pay's lack of service. I will reserve using the race ticket here.