Woolworths terrible customer care

My hubby had bought chukkles from woolworths and whilst eating he bit into 1 that had like a stone, so I emailed them I had no response, I called them a day later and the guy took all my details etc and said that they will come and collect the product as they had to send it in for testing etc to find out exactly what that was, and so nobody collected it I did not receive a call up to today regarding my concern or anything, it is very disappointing and unacceptable considering the fact that they are such a large franchise but they slack with customer care