Bad customer care service

I bought a loaf of bread from spar linton grange in port Elizabeth. When I got home I noticed a hole in the packet and few slices of bread had been chewed off by rats. I contacted the store but its 2 weeks now and they giving me the run about. Each email is being forwarded to someone else and each phone call gets put on hold and no one has any solution. I would like to know why such a big company is hiding away and dont want to face up to the truth.