Bad customer service and poor quality chips

I bought a bag of chips from a vendor machine on the 13 October 2017, the bag is factory sealed but no chips just air- I still have the sealed packet with me, been mailing and calling Simba since then but all I get is new reference numbers with the promise that I will receive communication in the post within 7-14 days. it is now 2018 and still no post, the people in customer service is not very helpful and in fact their attitudes are quite bad especially since I did not make a false report (have the bag to prove and back up my complaint). Why would a company such as Simba have such poor standards and no care for the customer? The back of the packet clearly states the contact details for complaints yet they do nothing when customers complain- Simba is pathetic, I would have expected more from them. I am quite annoyed and disgusted with the company.