Shocking service

I recently ordered Skechers Sneakers. The box was damaged when I received it and the shoes smelt damp. I tried the shoes on twice and walked with them in my house. They are uncomfortable and burn my feet. It's not flexible at all and very synthetic. I wanted to return it and got two messages from Shoebox. The one approved my return, the other not. And when I queried the dual messages, Chantal said they were confused. But because I wore the shoes, they cannot resell it. Surely you have to wear something to find out whether it's comfortable or not? And why do you want to resell it? Send it back to the manufacturer. I have been a customer for years, and this is my first return. Absolutely shocked by the service!!