Damaged, used shoe sent

I ordered shoes online , one was sent to me used and one was small(not the size I ordered )The used shoe is absolutely disgusting, it’s supposed to me white , but it’s yellow and stretched out and clearly has been used. I have reached out via email stating that I have received these , and seem to be only getting automatic replies , saying I must head into store to get an exchange. This was not my fault to rectify and I am supposed to do the job for Steve Madden online staff ?! Hell no ! They don’t care about customers and unfortunately lost a loyal customer who has purchased countless times before. Won’t recommend! Please get new staff to assist with customer queries or teach them how to deal with customers.