I think that’s a bit unfair, Royal Mail replied before the Mail or Metro got involved, yet the recipient replies to both of them first. Could at least give them a chance to sort it out first.
I’m not sure. The first RM response was ‘please can you go here and fill in an online form’. 8hrs and a few replies from the media later it was ‘can someone contact you directly to sort this out please?’
Like most “It’s broke” threads on here the question did you call the shop before ranting away on the internet?