I received a broken shoe and they don't want to take it back

I received a broken/torn shoe. I collected the shoe on 15/09/2023, I emailed them the same day to tell them that the shoe is broken and asked if I can return the shoe then they can credit my profile as i want to use that money for future purchases. Alicia Cloete responded to my email and she advised she will speak to her manager and will get back to me, I have been following up since, I even called in and she still said she will get back to me. Today on 02 October I followed up again and she came back with a response that they can't credit or refund me for the shoe. This is really upsetting. I've wasted my time and energy trying to reach out and I've also wasted my money with a shoe that I have to throw away