Bad customer service

I bought 3 pairs of shoes on sale and paid good money for them at Socrati Cedar square. After only 2 weeks of wearing one pair, the heel broke (completely came off). I took the shoe in and requested either a refund or a replacement because it was an obvious case of a 'factory fault'. The sales consultant took the shoes in and promised to provide feedback ASAP - she is not authorized to make such decisions. Two weeks later I received a call that the shoe had been fixed, but my demand was clear from the onset, I needed either a replacement or a refund and it was not met. I was advised that the owner was away on a business trip and she is the only decision maker. 5 weeks later, I receive a rude call from the owner to tell me she won't provide a refund or replacement. She didn't bother to apologize for the delay in her response, for the inconvenience of depriving me of my newly acquired asset nor meet my demand. Is it too much to ask for what is rightfully mine - my cash back or the good I bought into. I'm totally appalled by Socrati's service especially since I have been a loyal customer for years but she obviously doesn't know that because she's never in the store.