Unhappy customer

Writing this review on behalf of my husband. He bought a sneaker at the mall of Africa branch. 6 days later the sneaker was damaged. Decided to take it back as it was and upon arrival we were told they have to take it to head office for a full review and they will contact him when they get feedback. A week later with no communication he decides to go to the store and he was than told that,they've came to the decision that there's nothing he can do cause he didn't take care of the sneaker properly..... 'SIX DAYS' A sneaker worth R3800 gets damaged within 6 days and he's told there's nothing they can do. My husband than asks for ombudsmans number and they tell him they can't give it to him. After a bit of back and forth the manager than asks for a further more 5 days to see if there's something else he can try,asks my husband to call and 5 days to which he called the store the whole day with no answer. He decides to go to the store the following day and the manager tells him he must just take the sneaker and leave cause they can't do anything regarding the matter. After fighting,the manager then decides to call head office and the person on the end of the line says it takes 21 days to review such issues. So now who do we believe. They just playing games and want to take chances for us to just let it go. Unfortunately R3800 is quite privacy for a sneaker to just get damaged in 6 says.