Bad product and customer service.

On the 23 March I bought a Men's Hi-Tec Warrior Grey/Black Shoe on the 02 of April I opened the box and discovered that one of eyelets of the shoes was broken. I was not sure what to do. The next morning I went on my hike that I had paid for and the shoes was bothering me as I was not comfortable with shoes as the lases wasn't tied properly of eyelets that's was broken. On Sunday I took the shoes back to Total sport I spoke to the assistant manager and he could not assist me and asked me if I could come back Tuesday. I then came back waited for the manager to come and see me and he said I can exchange the shoes. What peed me off was they couldn't even exchange my shoes for another pair I had to pay an extra R350 the staff was so unfriendly the old lady in line behind me even made nasty comments saying "this worst than a day hospital, but they quick to open accounts" I believe this is not how customers is supposed to treated that spend there hard earned money and to get bad products and bad service. I would have like the staff to have looked on the system if they could have find another pair of shoes same price and not let me pay more for shoes that was broken in the first place. As I was spending money to drive to the store 3 times they could go the extra mile for me as there client. I was a client with TFG for 9 years having a account I had credit over 10K and closed my account due to bad service came back now this. I was considering opening a total sports account to buy my hiking gear but after my experience I will be going to Cape union mart. Customer will leave if they don't feel comfortable and happy with the service they receive and they will go and make your competitors rich please treat your customers better and we will stay loyal.