Terrible service Truworths Fourways

At the beginning of June I bought a pair of boots, I only wore them once and they were extremely uncomfortable and painful. I bought comfort pads for shoes hoping that would make them more comfortable. That didn't help, I then took them back to the store after only having them for about 2 weeks, I was told that they had to send them to Cape Town which I didn't understand as I felt the store could make a decision. As someone who also works in retail I tried to be understanding. There was no communication from them for an entire month, I went there twice at my cost only to be told that they are still waiting for feedback. Eventually I decided to purchase another pair of boots from them, which had a platform heel and was more comfortable. The promise that I was given and made to understand is that the shoes would be refunded as taking them to Cape Town was part of the process. On the 28th of July I went to Truworths Fourways and I was told that they were busy with the matter and that they would contact me in 2days. They called me and told me that their Head Office says that there is nothing wrong with the shoe. But they will have to escalate the matter to their regional manager who would have to make a decision. I called to find out what was happening only to be given the opportunity to speak to Gareth, the regional manager. He then told me that in his 25 years of working in retail he has never heard of uncomfortable shoes and that he can't take them back because they had been worn. I mean how was I supposed to know the shoes are uncomfortable without wearing them. I am disappointed in the service I received and their inability to make a decision for a month. I don't see myself shopping there anymore