Hot and cold

Bought a shoe in December last year at their store in Mall of the North. Wore the shoe for almost two months it split in half . Sent a review on their support centre was called back within 2 hours. Assistance was very polite and helpful. Advised me to go to the store with my POP and the shoes. I returned them the reception was rather cold as the manager said they don’t do that but she’ll make an exception for I didn’t know however I must know they do not do that .