Disgusting service from the foods department

I bought mini sugar cones from woolworths and I found something which looks like a string. I then contacted woolworths to inform them about the issue, they told me the issue has been escalated to their foods team for investigations. I got a reply from the foods team, telling me how they always check their products for safety and all that. They said they can't tell if the object is from the picture provided. They further said that they can arrange courier to come pick the sugar cone but now who told me that I shouldn't throw away the sugar cone because woolies might want to send courier to collect the item? I am totally disgusted by the service I received from woolies.