No contact made after request for Information

Requested information from Unilever Food Solutions through their website query portal on 7 October 2018. Received an email stating one of their chefs will be in contact with me shortly. As of today 17 October 2018 I have yet to have been contacted by phone or email by their chefs. The query was a business related query on one of their products. Is this how Unilever treat small businesses in South Africa?