BAD SERVICE

I laybyed sneakers with Queenspark and now I wanted to return them as the sneakers are pinching from the inside on the side I was told cause They dont see and all I can get my refund they can old give me an exhange since I laybyed yet when I laybyed this didnt give out this information I then took the library of calling their Customers care manager or supervisor I was told she will get back to me its 3dys later no call. I feel retail stores they will make you u feel like just bevause its only you who have had to return a product they dont want to take it back they force us to take whatever and add more money I hadly buy ar queenspark why am I forced to take an exchanged yet their policy says something totally different I have the original slip I am disgusted by retail managers who want to abuse their power and we also have consumer right I dont if we matter not why am I being given the run around just because they havent got anyone complain about this sneakers and how is it now my issue im not sure if they want me to run a research study regading this sneakers I am livid especially when head of customer services doesnt get back to you like promised how does and hour and a half turn into 3dys.