Broken items/ cant exchange at store

I haven't ordered from you guys in a while. Safe to say, that your prices go up, but the quality is horrible. The earring \s multipack i bought had one earring in that was broken. The shoes i bought were too big, and yes, this would be my fault, but funny thing is that mr price shoes sizing is inconsistent at best. I have shoes from you guys in my closet, some size 6, some size 5. The last pair that fit was a size 6, so I bought a pair, size 6. guess what, too big. Now i was told by your service consultant that i need to return or exchange at the store, all fine and well if your store actually had stock. This is why i buy online, coz your stores in Bloemfontein are a mess and they never have the stock that is advertised online. I tried to call them, no answer. Your online rep says no stock, so now im forced to return items in a queue when that was what i was trying to avoid; in store shopping. If I wanted a refund, i wouldn't have purchased at all.