Woolworths shocking service!

Shocking service! I went to Somerset West Branch. My son has 2 pairs of the same shoe, he loves them so much! My sons shoe had a piece of hard wire or plastic coming out of the back on the inside of the shoe. So I decided to return it as this was a first, and I firmly believe it is a factory fault. Asked for the manager, as they offered me R120 voucher back. I refused as I made it very clear it’s a factory problem. I escalated to store manager, eventually 30 minutes later a manager arrived. She told me she was called from lunch. I asked them are there no other managers, as this is unacceptable to wait so long in a store where the airconditioning system is out of order. Again the same answer was given to me, and the wait started for the next manager. Eventually the textiles manager arrived, she apologized and I was certain we would resolve the matter there and then. Then, this lady informed me that the shoes now have to be sent away in order to resolve this issue. I asked for the store manager, and I was told he already left for the day. I am a Woolworths VIP customer and have never received such shocking service ever before!