Bad customer service

On the 29th January 2020 I went to Foschini Vaal it was about knock off time , I took two pairs of shoes both size 5 and requested the lady to put them aside for me, before I did that I checked them and they were fine . The following day I went to fetch them but I didn't check them as I checked them the previous day , when I arrive home both pairs were changed the other size was now a size 6 while the other was very dirty without price tags and I took them back . When I arrive there the lady I have explained what happened to told me if they order another pair of shoes I will have to pay R70 .00 and I told her I am not going to pay it as I had my shoes in store and they were changed from there , she then called a manager who looked for the shoes at Fourways mall and requested me not to lodge a complaint the costs will be the loss to the branch . After that they only called me once on the 29th January to let me know that they are waiting for the other manager to approve their request. I have been calling them from the beginning of February when I called the lady who assisted me the 1st time when I complaint she told me the manager from Fourways said she couriered the shoes they must just be patient , then I called more than 4 times afterwards and she told me they are still waiting , yesterday on the 19.02.2020 when I called her again she said the manager of Fourways refused to courier the shoes because they are on sale . Is this how Foschini treats their loyal customers ? I have been their customer for over 20 years and I am very unhappy and disappointed .

Thank you