Poor communication and bad service

I bought a pair of shoes at truworths only wore them once because upon wearing them I picked it up that there was a thin fold in side the shoe which was cutting on my heel. I took them back and they said they can't replace nor refund me they have to send them back to the manufacturer to fix them. I was promised that by Friday the 19th that the shoes will be ready for collection if not fixed they will call. No one called me Friday so I drove there and I was told the shoes are not ready yet they'll phone me on Monday the 22nd, of which they didn't. I drove there today and I'm being told the shoes are not ready yet and they'll call me. All of this was said by the truworths Menlyn Manager Tsolo. I just want to know if this is how truworths does business? I bought the shoes because I want to wear them now I'm only using my one pair of shoes everyday because I'm waiting for truworths Menlyn to fix the shoes which is taking forever. My complain is about the service, there's no communication whatsoever to me as a customer and the fact that I have to waste my petrol to drive to Menlyn to get feedback makes even worse.