Bad bad customer care service!!!!!! ***

I bought shoes at Zara in January, I wore them once now in October and the crystal is off the shoe (the shoe is still brand new). Zara is telling me they can’t help me with anything??? The least they can do is fix the shoes!!! The shoe is brand new and they are telling me about 30 days exchange, who I said I want an exchange???, this is nonsense!!! I need the shoe to be fixed the shoe is brand new!!!!