Bad quality shoes

On the 19th of December I received shoes from Woolworths worth R499. The shoes started tearing recently so I took them to the store in Cornubia for an exchange and since I had lost the slip they tried to retrieve it on their system using the card details and to my surprise I was advised that they’re picking up a caramel swirl and my question is does woolworths now sell a caramel swirl worth R499? I then requested the footage of the day the shoes were purchased from the Gateway store because it seems like someone is trying to cover up for their colleague, I was then advised that I need to provide them with the till number and the details of the purchase to this email ***. To say I’m disappointed would truly be a disappointment for such a well respected franchise. After spending an hour at the store, I left with the shoes I came with and was not given the assistance I needed. I honestly don’t know what to make of this however I do need clarity and understanding of which caramel swirl is worth R499.