Pethatic service Truworths Office London

A few months ago I purchased a shoe from Office london in Gateway. After the second use the shoe ripped opened. I took into the store 3 times after that to ask them to check it up. They workers in the store **** to me that they sending the show to head office in Cape town but they kept the shoe for more then a month in the stock room while it never went to Cape town. I laid a complaint with the ombudsman and they still says that its not a factory default. On my collection if the shoe today 17/10/2020, the shoe and the is filthy and the box is broken apart. I asked a guy by the name of Lwazi for assistance from the shop but he refused to acknowledge anything and said there's nothing he can do and the store refused to help me. This is pathetic service and I have pictures of the shoe and the box taken in the store.