bad quality products and refusal to refund

A bought a miss black shoe which I wore for not more than 2 weeks in a carpeted and tiled office only, and the heel just came off! because of the material of the heel it could not be fixed without risking to damage the heel completely. I contacted Zando, and one lady I spoke to told me that wearing the shoe for roughly 10 days max is excessive thus they not liable, and the shoe costs R350.00. After further complaining and providing pictures they took the shoe to look at it and maybe repair it, after a month they requested my banking details for a refund, it became odd when two different people requested the details, but I provided them nonetheless. A month after the request they call to check if I got the refund which I explained I did not, but the lady kept insisting they refunded me without providing any form of proof or documentation to show the transfer, nonetheless I went to the bank to check my statement, and nothing. During this whole process I spoke to more than 5 different people from Zando all with different attitudes and stories. Three months later I have no shoe and no refund!!!!