Horrific behaviour store manager Menlyn mall

Bought shoes on 2 Feb - wore it and it was terribly uncomfortable - went in to Menlyn Park shopping centre on 17 Feb to enquire about returning it but my experience was incredibly horrific. The store manager was rude, arrogant and absolutely disrespectful. After being told that he would get the area manager to sort the issue out, my daughter and I was about to leave the store when said manager incited another customer by saying something to him in their mother tongue. They scoffed at us, laughed and continued to murmur in their venacular. Also the customer was stinking of alcohol. When asked why he was getting involved he shoved his finger up to my face. My son came to my defence and was threatened. My daughter tried to record the incident and the customers wife, who was also drunk tried grabbing her phone from her hand. While this abusive behavior was carrying on, the manager just stood by and did nothing. Even when we tried to get Menlyn security to help he spoke to them again in his mother tongue and they also walked away. How is this acceptable behaviour. This manager should not be in this line of work as he represents the values, ethics and identity of Steve Madden. Inciting and involving another customer with the intention to cause harm is an offence. Added to which so is threatening to assault. I reported the incident to Menlyn centre management and was told that I would get an apology and the area manager will contact me. Not surprising, neither of which has happened. Is this what Steve Madden stands for? Is this the calibre of people you employ? Had this happened to a member of his family how would he have reacted. Does he think that being a manager is an ego boosting power trip because clearly he has no people skills There are many complaints about poor customer service across your stores but nothing has changed. Decency, Respect and Dignity should not be exempt just because you're an international brand. Ignoring customers only serves to further tarnish your image.