Office London? Customers have no rights

Bought a Vans Era tc online with office london... Wore it a couple of times and the first time I washed it lost a bit of color.. It now looks like it was bleached. I then took it back to one of their branches as stated in their instructions. They told me they were going to get it examined to find out what caused the damage. Today I was called and told that the sneaker is back and the report attached to it says that... Incorrect method and a certain detergent was used and that's what caused the damage and that I will not be refunded or allowed to do an exchange. I use the same soap for all my sneakers and if Vans has a special kind of soap that should be used why wasn't there an instruction leaflet inside the box just like Nike and all the others. Secondly are they telling me that it is ok for me to pay for something that you clean once and boom it's damaged. It is not the first time I bought sneakers and this has never happened with any of my sneakers and guys for your info nobody buys something and then deliberately destroys it for the fun of going back to the store to return it. Are you guys basically saying that the moment a customer walks out of store with your products you don't want them back regardless of what the problem is with them .. It is bad enough that I had to return the sneaker because I wouldn't have bought if I didn't like it and it is useless to me looking like it does. All I am saying is that office London does not care about us as customers. I am not happy at all they are trying to push the blame on me telling a me a detergent was used on them... I would love to know what detergent was used... Who bleaches any color other than white