Unsatisfactory service

I bought a running shoe from Tekkie Town on 09 December 2017. I got only the right shoe only to find that the left shoe was skew. I thought it was only because of packaging but the shoe really hurt my feet while running. I am now told that I cannot be helped as they first need to ask customer care if the exchange the shoes for me. I don't get how customer care can decide if the shoe is hurting me or not. I want another shoe or a refund.