Poor service

I purchased a Utopia formal shoe.. Not even 6 months.. The shoe is cracking and peeling and it's hardly being used. I requested for them to see why the quality is like that because I bought the same brand of formal shoe previously and that never happened to that one.. It's been more than a month and to date I get an email every 2 days saying management hasn't gotten back to them with the way forward. Zando used to be such a good online store with great service and products.