Bad Attitude

I purchased a pair of Levies takkies which I hardly worn after 3 uses the sole of the takkies cracked I called customer service and advised them of the damaged shoe they advised me to take it back to the store and they will replace the takkies as it is a branded shoes after running back and forth to the store they tried getting help from the Levis consultant who took an hour to advise if the shoe can be exchanged or not. Plus she was extremely rude in the process, she took an hour to advise me that the shoe cannot be exchanged - so does this mean that I paid for a reject Levi takkies?<br>