Bad customer service

I went to Edgars Knysna a few times and asked a sample of the Estee Lauder product they are selling because I dont want to buy a color which im not sure of and would like to wear it and than decide. Whenever I go to the shop the lady who is working with the product is not available this is really bad.I do not stay in Knysna and don't have my own transport. This is bad service for your company. I assume you loosing alot because of this service.No one is able to assist except her.I even took a brand new boots back which laces was damaged but I didn't notice until the day I had it on,which was the next day after I bought it.I wanted to take it back on the Monday after that weekend but the lady manager didn't want to return it and said I can just buy new laces as if it was my fault. I never even got the same laces at the stores.. This is bad service for your loyal customers .