Bad customer service from Bathu

Bought 2 pairs of shoes for my kids on the 29th of May in Secunda Mall,that was the opening of the store and was told they will customize for free was very excited and Bought the shoes at 10:37 in the morning and they were having a whole lot of celebrity that was coming to perform so I was a bit worried cos nothing has been done on my kids shoes and time was going so the guy Thabiso Hadebe says he will take the shoes with him to Pretoria and he will send it by Wednesday the following week I did not agree so I went to the store to exchange and very rude people there they say I can't get my cash back it has to take about 3 days for it to be approved by head office I said this is bull **** you can't do that and neither does it say on your slip so they refused to exchange the 2 pairs of shoes so to cut the story short my kids shoes went to Pretoria and the guy chatted to me showed me the shoes are done but refuses to take my calls and till today the 6 of June 2021 I did not receive the shoes and a manager by the name of Tshiamo Mathibella gives me 20 percent discount on my next purchase so I am very confused on how they work and why am I not contacted to receive my kids shoes please assist as soon as possible not happy at all with the service they just want sales but after service is pathetic. Regards Charlene