Poor quality horrible service from management

What a horrible experience. I bought shoes at Guess mall of the south which i love last year April/May. In June on my birthday my husband bought me another pair as a gift. The shoes are tearing apart the glue is coming out and it looks horrible. I contacted guests store and I spoke to a lady who advised me that i return the shoes back to the store so that they can send it through for assessment. We went to the store and was assisted by a very rude lady by the name of Nicole. She was so rude to a point that we ended up leaving the shoes at the store. I contacted the store hours after and she was still rude and with a bad attitude. Apparently she had contacted Tebogo who is the area Manager. Nicole stated that Tebogo(AM) told her that there is no need for her to give me a call as I had requested. She has advised me that they spoke to the regional manager who said the same thing. I'm really socked on how we get treated as customer when we are sold such poor quality from Guess and yet they fail to take accountability. If feedback is not given to me before the end of this week I will definitely escalated this. I'm sure your director is not aware of such service and would love to here how Guess is treating their customers. The management so arrogant!!!!!!!!