Ackermans has no regard for their customers

Ì bought a pair of shoes at this shop in a few weeks it tore, send an email to customer care on the 8th November 2024 they rep**** I should send some information which I did. They rep**** on the 26 February 2025 if I was assisted after they ignored me from November, they then called on the 24th March saying they closing the query and they will not be able to refund me because i dont have a receip or the actual shoe, after 5 months i am told this and they have a lot of cases, I told them I was not assisted nor given feedback I was then promised feedback after 72 hours of which I got an email that my query was closed without the feedback.