Awful Online and In person service.

I've owned a pair of NB running shoes for years. The quality of their shoes is amazing. BUT! I ordered a new pair online during their black friday sale, same size as i've always worn, but when they arrived, the new pair was extremely tight. Almost as if they were a 9, even though the label said 10. I email them asking for a bigger pair. I was told i had to process a refund of my sale item, and reorder the larger pair at full price, as the only arrived after the sale was over. I then asked if i could exchange for the correct size at one of their brick and mortar locations, to which i was told they are separate entities... No-one could help me. Not a single NB employee could find a way to help me. As a retail manager i know there are very easy solutions to my problem, yet even after offering said solutions was told "that is not how it works". I am very disappointed in the level of service received from this premium brand. I will be returning the shoes online for a refund and not purchasing another pair. Sale lost.