QUANTITY SHOES AND SHOCKING SERVICE

I bought a carvela shoe with engraved letters late 2016 in Spitz Johannesburg, i specifically asked if the letters wont come out as i did not want to end up with a shoe with missing alphabets and i was specifically assured that there is no way the alphabets on the shoe will come out as the letters were engraved and that they are selling Quality shoes , not even a year later the letter "A" on my left shoe came out and i went to Spitz today in Johannesburg just after Elof street to inquire as to what would be the way forward as i was specific that the reason i will be buying the shoe is the fact that the letters wont come out. I spoke to the guy by the name of Tlou who obviously didn't have the good customer service and i doubt he knows his Job. he told me that the alphabets do not come out and it is only one out of 10 and was not able to provide the solution and refused that i speak to the manager, such a shocking experience for a consultant who works in a shop that we believe sells Quality of shoes, if i wanted a shoe with alphabets that come out i would have bought my carvela in the street but i went to Spitz coz i believed their shoes is quality and not QUANTITY. I need the matter to be resolved as i refuse to wear a shoe with missing alphabets as i paid almost R 2000 cash for that Carvela ...I AM VERY DISSAPOINTED WITH SPITZ SHAME