Timberland Shocking lack of customer service!

Bought a pair of Green Stride from Timberland store. The shoe has a hole where the rubber meets the fabric. The shoe was taken in for a so called assessment, which means just to look at it and tell me that it's my fault. I asked for a report of the assessment which I didn't get because obviously no one there has the competence whatsoever to assess the shoe and come to that conclusion. Aaccording to the operations manager who assessed the shoe, and obviously operational duties has nothing to do with assessing shoes, it's the customer's fault who's been supporting their business for years! I'm still waiting for the results of the assessment, which I doubt I'm going to get!