Exchange issue

I send my daughter to exchange my grandson's school shoes at PEP Riviersonderend this was purchase before the school opened yesterday on the 12 January 2023. He is a grade 1 pupil and when he return home he complained that his shoes is hurting him. The size is correct and we couldn't understand why it could hurt him. We then noticed that in the inside of the shoe by his heel there is a piece of leather that is not suppose to be there.

She spoke to Jennifer Mentoor and explained and showed her the shoes attached is a picture of the shoes ans the slip. She told me that she cannot exchange the shoes and that I must cut the piece of leather off. I was so disappointed because I have to send my grandson to school with other shoes and explain to the principal why he cannot wear school shoes.

I decided that I am not going to cutt the piece off, because tomorrow the shoes is broken and then they want me to tell me it's my fault because I have damage the shoes.

I need a representative to please call me. I need to exchange these shoes asap. My grandson does not need the imbarresment of him being asked why he doesnt have school shoes on. I am disgusted in the service I got at this PEP any exchange or return they have a problem even if you have the slip. They do not want to sit with a loss in their store now they send us back to damage our child' s shoes ourselves and when you want to return it they tell you that you damage it yourself. I had enough this has to stop