Defect on a R3000 shoe....

My husband bought a pair of shoe and wore it for 3hours, when he took it off he realised the right shoe has defect n he immediately took it back to Europa Art Pavilion, n they said they will assess it.they called after few weeks n say there is nothing wrong with the shoe n so they can exchange it nor refund us.we left the shoe at the shop because we can't take it with a defect n its almost a year now n nobody is contacting us.A shoe of R3000 should be of good quality...