Unsatisfied customer

My name is Lindy I bought the sneaker grey on the 25th November 2023 .I bought them at their store in Cape town. I wore this shoes once n it got tore underneath. I have sent them email regarding this issue .and I was told to picture n slip which I did.

They are inconveniencing me now cos I needed the sneaker n the more they delay me ,they are delaying myself also .as people who are saying they have the best quality but now this. N the reason why I dnt go to the store I don't want to be told to go back without the shoes n remember I will be using money to go there..