BAD Service

I ordered a Running shoe on Bash about two months ago and the sole started coming loose.I immediately called the Bash online store on Saturday 14th June 2025,the agent advised me that I should go into any Totalsports store closest to me I order to check the defective product. I called Blueroute Totalsports Tokai and spoke to the supervisor (Soliswa ) and asked if I could speak to the manager and she advised me that the manager was not at work yesterday.I explained the whole defect of the shoe and she advised me that I should bring the shoe in and that she will check where they have stock and call me back within minutes.She did exactly as promised and called me back within 10minutes of dealing with the situation which was great until she advised me that the closest store was in Johannesburg Sandton and that they will have to IBt the shoe in order to get it to Blue route.I informed her that I will be there with in the next 30minutes and that we can discuss this matter further. I arrived at the store within 30minutes and enroute to the Store I called Bash again and advised them that I was not happy that I need to pay for the IBT fees from JHB to CT and the agent advised me that the store should call them should there be any issues arising with regards to the situation. After I informed Soliswa the supervisor that the agent advised that the IBt fees to verify wavered she then told me that she will call the store manager,I was very furious at the time as she informed me that the manager was not at the store.The manager arrived and hardly even greeted me and suddenly said that I needed to pay the fee for IBT and that there was nothing she could do without even listening to what I had to say.Only after I had said let me explain she decided to listen what J had to say and she advised me to follow her to the counter and decided that she wants to call Bash online to verify what I was saying.The agent I spoke to pick up the call and explained to her what she had informed me and the Store manager Charlene insisted this was there policy at store level and that I had to pay the IBT fee irrespective of a defective product. I advised Charlene that we maybe move away from the front desk as other clients started getting irritated regarding the conversation we had and that I was starting to become Irate,her words to me was its ok we can deal with it here.Charlene decided to tell me its policy and that there was no otherway she could deal with this situation and thats it.I felt that as A manager there was something she could do but she was quite arrogant and decided that she will stick to her guns and nevermind the bad service I received thus far.I decided that I want to cool down and advised her to help the next person quickly in order for me to gather my thoughts and see how I am gonna deal with this. The next client in the queue advised her that she lost her card and that she wanted to block her account and that she wanted to make a new card.Charlene advised her the cost of a new card was R75,immediately she decided to tell the client that she will not charge her for the card after she just threw the whole policy situation in my face.I was so furious and decided to say why could not charge her for the card fee yet you insisted that its company policy charging me for IBT fees but not charging that client for card fees.She just said with attitude that she could waver my fees and that's it.I was so furious and said let me just pay my R100 fee in order to get the last pair of shoes from JHb and requested for the Areamanagers number she refused to give me any form of details or advise me who to contact I just paid the fee and stormed out the store and immediately called the Service Centre.The service of the manager was so pathetic and she has no service ethic towards clients.I need someone to contact me urgently as I will go on social media next to display this BAD service