Unhappy Customer

I bought a pair of shoe frm CK on de 1st of May nd wear de shoe to de Graduations on de 18th may first tym wearing it.when we were taking pics I realised de shoe pilled off.I went to de store for an exchange,at first dey ddnt want to do it for me.but dey ended up requestin an( IST) de show frm Mall Of Africa den I was asked to pay for de shoe to be delivered to Mall of the south nd dey will send me an Sms to come nd collet de shoe.I even took de matter to their HOD.I waited for 2 weeks or so without dem getting back to me.when I got to the store yesterday de lady told me that their HOD said dey must not exchange de shoe for me as it damage on me.dey must juse refund me back.dey made me wait for 2 weeks promised dat m going to get the shoe nd now when I go to collect it's another story.dats bad customer service.