Tigerbrands- Worms Infested Oats

My name is Thuso Mokoena. On the 8th May 2025 I sent a customer complaint notification to Tigerbrands regarding jungle oats manufactured 28.11.2024 with best before date of 28.11.2025 for worms infestation and mould. I received a reference number of TB*** on 13 May 2025 with response saying they will engage me via sms and they routed the complaint to the relevant department. On the email, there was no apology for any inconvenience caused, they didn’t even bother to check if the infestation that occurred as a result of their non conforming oats affected the other groceries in my pantry, there was absolutely no sense of remorse or empathy. Tigerbrands didn’t demonstrate any kind of accountability or concern about how this could have affected me or my family, what the repercussions of consuming the oats would have been. Instead, Tigerbrands did exactly what the Store where I bought the oats would have done. They sent me R80 voucher yesterday via sms clearly to replace the oats I complaint about. I’m asking myself what was the point of taking the complaint to the manufacturer of the product instead of the Store where I bought the product because the remedy provided by the manufacturer isn’t in any way different from what the store would have done? This made me feel like Tigerbrands doesn’t show care to its product consumers or value their reputation less irrespective of being in the news pertaining to Listeriosis cases. Where is the feedback on the root cause that led to this non conforming oats, remedial action to ensure there was no further distribution or products on shelves being recalled to protect the nation as a whole furthermore a corrective action to ensure this type of a non conformance doesn’t recur? Deeply disappointed by how you deal with customer complaints