Bad

I have bought Chelsea boots 2 months ago from truworths. I wore these shoes about 3 times only and the elastic on the side is breaking. I have contacted truworths via email but they still haven't gotten back to me. Not just that I have an account that I have been paying every month. I have been a customer of truworths for years and this level of service is disgusting. I cannot believe they did me like this. I want a full refund or a new pair of shoes!!