Dissatisfied

I am extremely upset, went to Spar at Bellville area on the 14th of November in Durban Road to buy a packet of SIMBA POP corn white cheddar. When I opened the pack, it was burned and I couldn't even taste the flavor. I am disappointed because I know how this taste and its my favorite. I wrote to their complaints department the very same day. This was their response the following day,

"We at Customer Care Line would like to thank you for taking the time to inform us on your unfortunate experience. We would like to log a formal complaint on your behalf and forward it through to our Head Office for further investigation.

One of our Customer Care Representatives needs to contact you, to obtain more information regarding your complaint. Would you please be so kind as to provide us with your contact telephone numbers?

Once again thank you for taking the time to discuss this complaint with us."

I immediately gave them my contact details via email. Till this day I have never heard from them. I even sent a follow up email yesterday.