Bad quality product and even worse customer service

I bought a bag of mangoes on 1March 2025. These were not fully ripe and needed to ripen before eating. The first one was cut the next day and was found to be rotten. The second one was cut to next day and was also rotten inside. The fruit look perfectly fine on the outside but we're rotten on the inside. I registered a complaint on the website the next day hoping for some direction as to how to get a refund or exchange done. It took several days to even get a response asking for barcodes etc which I did not have as the original packaging was discarded. I provided what I had including the photos. I finally get a response on the 12 March 2025 with a long explanation of why they think the mangoes were rotten inside. That's it. No offer to exchange it refund my money even though I have my receipt. As a consumer I purchased an item at your store that while being quite frankly overpriced could not be consumed because they were all rotten inside. It had taken more than a week to even get back to me with a response on perishable good which now has to be discarded. I am a regular customer and expect a better customer service experience especially when raising a complaint of bad quality products. You are charging a premium for products that I would expect to meet high quality standards. When it does not I expect to be able to return it for with something of the expected standard or my money back not an explanation of why you think the product was bad.