Terrible service from New Balance

Good Evening.Firstly I want to say that I am very disgusted by the quality of you guys shoes.I have purchased a New Balance shoe for my boyfriend for his birthday from Office Londay in Gateway mall , He has used the shoe once on his birthday and while bending to tie his lace the one leg shoe bust open.I was very upset as alot of people had given me their opinions saying that the New balance shoe is very nice and therefore i purchased this however the quality of the shoe compared to the price is very poor. I then decided to contact the office london complaints department explaining what actually happened...they responded to me after weeks stating that we need to bring in the shoe to have it assessed to check if it is our fault or a factory fault...due to the Covid i was very scared to just go to the mall to give in the shoe as I live with elderly people at home. After a while i took it instore and the store manager said that her Area manager needs to examin the shoe and send it to the head office so we had to leave it at the store...We then waited several days for them to get back to us only to inform us that it is our fault and we need to pick up the shoe..So Few weeks later we got the chance to go and pick up the shoe.I then asked the store manager how did they assess the shoe and what really disappointed me was the fact the shoe never left the store but the Area manger sent a few photos to Cape Town where the shoe gets assessed and they said that it is our fault..To really think about it we as a customer was not treated fairly as nobody can determine the difference if it is a factory fault or our fault by just looking at a picture as pictures can be very deceiving.I then wrote a complaint on the Hello Peter website and to my surprise someone responds saying that there is nothing they can do because it was not purchased online...which means that if it was purchased online then they would have replaced the shoe or given us a refund...how is that being fair to a customer! I will never buy a new balance shoe and put this horrible experience all over social media telling everyone about what poor quality shoes New balance makes and how terrible service we have received from you guys...I have never experienced this with any other brand before as i normally buy quality and not quantity. I paid alot of money for this shoe and should i have known that you guys make such poor quality shoes i would have never wasted my money on something like this.I am going back and forth with this query and nobody seems to care or help...all you guys ever say is that there is nothing that can be done. As a customer i am very disappointed with new balance as a brand and their customer service! if you guys wanna know the names of the people involved with assessing the shoe then that can be given as well.I eagerly await your response