BATA REFUSE TO RETURN DAMAGED SHOE

I went to return a damaged shoe at BATA shoes. As i walked in the store i explained that the strap broke. Immediately all 3 employees went on the attach. They telling me that this shoe will be send to the laboratory to investigate if this is a factory fault or not. 1stly I would like to know if they referring to a real laboratory or is it just some person that will say \yes"or \""no\"". I then asked them to call the head office whilst i was there. they 1st blatantly **** and said they closed. When i checked the time it was 3:35"