CONFUSION , CONTRADICTION ON TERMS AND CONDITIONS RETURN POLICY

We bought pair of shoes on the 15.06.2023 late around 18:00 in Clearwater mall, my son wore them only for that day couple of hours and already the shoes becomes pilling and tearing underneath and the sole was like it was worn by somebody before, me and my husband immediately took back the shoes the following day to the store( shoes damaged within 24 hours)it was my first time returning a damaged item to Truworths , was told by cashier to leave my shoes at the store their policy state they must take them to the manufacture which is going to take weeks to my surprise the following morning my husband received a call from a store manager and was told the items was accredited back to his account. My confusion here is a paid for my parking and petrol driving to your store and was told 2 different policies which one is the correct one? who is fooling whom here, Did your clearwater mall people underestimated us ? My other query i left my jacket with the cashier and asked her to keep it for me until they sort out that shoes issue , same day after my husband receiving a call from your store manager i called and asked them to tell that cashier I'm coming to get my jacket cause it was the last size then your people again they told me your policy does not allow me to keep an item but your cashier agreed to keep it for me, again who is fooling who here, i emailed your head office on Monday the 19th and no respond from them meaning my email was IGNORED if i was a valued customer i believe by now my questions should be answered same day or at least the following day, Please ask Truworths to find my jacket and I'm closing that account end of August after paying off my balance , they are rich and don't care about people like me. 😡😥🙃