Brown Sugar poor service and poor quality of shoes

On the 4th February 2019 I bought a pair of black shoes for R220. One month later the bow tie on one of the shoe became loose and on Monday this week on the 11th March 2019. I went to the shop(Brown Sugar in Canary walk) and I didn’t have proof of payment and I went to the bank to get bank statements that proofs that I bought the shoes using a card.

Fortunately I came back with proof and it matched your records in the stores but unfortunately I was told that I can’t get a new pair of shoes /refund because the boss is not in the shop and I should wait for a call again since monday.

Today I went back to the shop for the 3rd time and I was told I must still wait for a call and I am seriously concerned because I went to the shop on Monday twice and 3 days later I have not received any feedback .

I have returned items in the past and I get feedback and a new item or a refund same day , why is Brown Sugar taking a week to approve my complain ?

Here are the details ": Name of the shop : Brown sugar in Canary walk in Nelspruit,1200 contact number : ********** 056 Name of the boss : Shakira cell number : ********** 756

I asked to speak to the boss on the phone this morning ,the staff refused .

I have sent an email today to the boss but i really think all these admin was unnecessary and their customer service is vert poor .

I look forward to hear from you soonest .