Couldn't be bothered to reply to a complaint

My mom bought a 4-pack of rump steaks and the first one I cooked for us was practically inedible because it was filled with fat or sinew. I contacted Woolworths customer service. They asked me to provide info. Instead of typing out all the information I sent them three pictures; one with the label of the steaks with the batch number etc, one with the slip with the store info and what was paid, and one with our attempt at eating the steak to show the terrible quality. I did not receive a reply from the vegetable I emailed this information to. I called last week Thursday and the person on the phone said that they would escalate it or something to that effect. I have still not heard anything. Woolies products and service used to be top notch but it seems to be terrible now. How do you not even reply to an email or escalate the matter as promised?