Salomon SA POOR service

Since 19 Feb, I have been trying to send my faulty shoes for a replacement seen that this company claims it gives a 24 month guarantee in their shoes. This is the second time my shoes have torn and now thwy make me feel like a victim as to why my shoes have torn... How must I know why the shoes have torn? If you spend R2200 on a pair of shoes you expect them to last their warrantee at least. I have not received confirmation if the shoes have been sent nor a tracking number. For a company that prides themselves in "quality" products I wish this could reflect in your lack of customer service. I have always promoted this company and this would be the fourth pair of shoes I have purchased. First 3 pairs if speedcross 4s and now the speedcross 5s that keep tairing... I have given my bank details that they just refund me and I will support someone else.