Complicated Online Exchange

I really don't like to use this platform but it may the only way I will get some assistance as I am being pushed from pillar to post and I have to help myself I recently purchased a pair of shoes online, but they are too small, so I need to exchange them for a larger size. I contacted customer care, and they advised me to do the exchange in-store. However, they didn't provide any information on which stores have the item in stock. I expected customer care to check the stock for me and assist with this process.

After calling multiple stores, I was told they don't have the item in stock, and their system indicates it's only available online. This is frustrating because customer care insists that I can only exchange the shoes in-store, yet the item is not available in any store. This back-and-forth situation is becoming quite exhausting and unhelpful. Is there anybody out there??