Inferior product

In all my years that I have shopped at Woolworths I have never been so disappointed .I purchased a pair shoes from Woolworth’s lenasia on the 24/06/2016.I wore the shoes the same day,few hours later one shoes was damaged. On the 25/06/2018 I went to Woolworth in Kerk Street in Johannesburg to exchange the shoe. When I got there I was told that they don’t have the same style in stock .I was then referred to Woolworth cresta mall apparently the store had four pairs in stock. I drove from Johannesburg central to cresta mall. When I got to the store I was told that the shoe could not be exchanged due to some company protocol that made no sense at all . The customer services manager who assisted me gave me a stinking attitude, she was just pathetic. I was appalled by the services. And what I’m not understanding is that Woolworth in Kerk Street was willing to exchange the shoe for me, it was unfortunate that the shoes was out of stock. Does this mean the protocol apply to certain stores only? I’m disappointed that I was sold an inferior product.