Torn catcher, horrible customer service

I recently purchased a pair of Steve Madden- catcher white black. Upon the second time of wearing it, I noticed that the shoes were torn by stitching of the laces and I returned it to the Menlyn Branch, with the hopes of getting another pair. These people kept my shoes for more than a week and never got back to me. I had to run and call after them- only for them to tell me they believe the torn stitching is not a factory fault but my fault. Either someone stepped on me or I tore it myself. I WILL NEVER PURCHASE FROM THEM AGAIN