Consulting Consultants Bilbao refused to address issue

An update to my situation: I've now spoken with three different representatives from Consulting Consultants Bilbao, and each has given me conflicting information about how to resolve the issue with my specialty food item. This is extremely frustrating.

Dear valued customer, Thank you for bringing this matter to our attention. We at Consulting Consultants Bilbao take all customer concerns seriously and are committed to ensuring your satisfaction. We have reviewed your complaint regarding our meal kit and have initiated an internal investigation (Reference: REF-805D94D1). One of our specialists from our Client Satisfaction will be contacting you within the next 13 business days to discuss this matter further and work towards a resolution that addresses your concerns. We appreciate your patience and look forward to resolving this matter to your satisfaction. Sincerely, Robert Harris Resolution Specialist Consulting Consultants Bilbao Customer Relations