Terrible attitude towards a customer complaining

I found a funny looking object inside the dark chocolate slab of Melt Easy chocolate and sent an email on 21 Dec. A gentlemen contacted me the very next day saying their office is closed but that he would gladly replace the chocolate for me. I was thrilled at I needed it for my xmas biscuits. Well he kept me waiting and never pitched with the chocolate. He also started ignoring my calls and messages. On 27th i finally got hold of him on ********** (he is pparently top management), think his name is Ron, and he got extremely sarcastic and unfriendly - said he has the chocolate and would SMS me a time to deliver that suits him. Well again that did not happen! And I am still waiting! This is definately NOT the kind of service any customer would want or deserve. I still have the proof of the item I found in the slab chocolate.