Disappointed customer

I am writing to express my deep disappointment and frustration regarding a recent experience with your Canal Walk store and a follow-up visit to another branch Table Bay. On 26 September 2025, I purchased a pair of Girl Buccaneers shoes (size 3) from your Canal Walk store. Shortly after, I contacted the branch to report a serious issue: the right shoe was significantly tighter than the left, causing visible discomfort and discolouration on my daughter’s heel. The left shoe fit perfectly, which clearly indicates a manufacturing defect in the right shoe. I requested an exchange and was advised that I could visit any Shoe City branch to have the shoes inspected. On 12 October 2025, I went to my nearest branch Table Bay after calling ahead to confirm, only to be turned away upon arrival despite the shoe being defective. This experience was not only frustrating but also unacceptable. According to your own policy: "Shoe City accepts returns for defective shoes within 6 months of purchase, provided the item has not been used excessively and a refund is given after a quality inspection."