Poor service for damaged shoes

I bought shoes at Solo a month ago, I couldn't wear them coz they are uncomfortable and the heel feels like is about to come off. Went to solo on the 7th of March and spoke to a very rude pregnant lady that told me they don't refund money and I asked her to exchange coz I know they don't refund cash she refused. requested a manager spoke to Lerato over the phone, she didn't bother to call me back, same lady called after 4 days and told me they cannot exchange them. Decided to call the head office spoke to Kate according to their rules in such cases they will exchange them as damaged. she was very helpful and told me that Lerato will call me so that I go back to Maponya and sort out this matter. 2 weeks later haven't received a call from Lerato and she is a branch manager at Maponta mall and Northgate. She needs training when it comes to customer service