NO CUSTOMER SERVICE AT ALL

Legit in Gugulethu mall's service is appalling, returned a shoe that was worn twice and broke and the staff was not willing to assist was told they don't do refunds on factory faults and was forced to take something else. did not agree to this because I only had the shoe for a week and it was only worn twice, store manager refused to provide me with her name for escalation purposes she gave me a call centre number that has a massive wait time. The most appalling part is that the manager had the nerve to walk out on me and went to go stand at the entrance and when I took a video off the incident she started calling security and played victim and started telling me about her not giving consent for the video while she unapologetically ignored my rights as a customer. It is not stated in their terms and conditions that they don't refund factory faulted items but expect customers to deal with the no refund process they tell you while they cant even provide me with a name of who I was dealing with. I'm surely taking this up with the OMBUDSMAN should I not get this resolved!!