Faulty Simba products and lack of customer care

I run a small tuck shop. I purchased 2 x boxes of 45g Doritos (Simba) chips One sweet chilli (the blue packets) and cheese (the orange packets.) When one of my customers complained i saw that the manufacture and best before dates were not printed on the packets. I contacted Simba. It took 2 weeks and an email complaining that they had not responded for them to then send a courier to collect the packets. It is now more than a month later and I have not had any replacements nor feedback from them. I have had 2 phone calls asking for the reference numbers. When i asked the lady (sisanda) to please call me back in a few minutes so that i could get the numebrs, she said she would - that was more than a week ago.

I would like my products replaced or at least get a refund since i could not sell the products. I alerted them to a problem which could cost the company a lot of money i lost sales, but it seems they dont really care.

What happened to service excellence?

PS the 2 numbers received from Simba (in the even that they read this) was 18-04-233 and 18-041747