Rude manager/ bad service from Steve Madden Brooklyn!!!

Bought sneakers from Steve Madden online on the 5th, received my on Monday 10th June 2024. When I got home in the afternoon I opened my package and fitted tge shoes, it was a size 5 and it was big. On the 11th I phoned Brooklyn Steve Madden for a size 4.5. Spoke to Victor, went to the store for an exchange. The manager refused to exchange it, he said the sneakers are used. He refused me a phone to call the head office. He said I must use my phone. Still surprised till now, I'm not impressed of how my query was attended by Steve Madden Brooklyn manager. Sent an email to Steve Madden support around 2pm, but I'm still waiting for their response till now.