Disappointed customer.

Good day.

I have been having bad experience with Zara Walmer Park customers service. Last month, my boyfriend bought me a shoe, obviously using his card but the shoe was uncomfortable & a bit tight. When I wanted to return the shoe I was told I cant make any returns or exchanges. The procedures on the slip don't state anything about not returning a shoe plus it was in a good condition. Then last week, my best friend lost her phone at Zara's premises, asked for a fotage but the management refused showing the fotage of the ****** phone. What kind of customer service is that? Zara's management clearly doesn't care about their customers and this is unacceptable. I have never ever in my whole entire life been treated like this by another retail company. The treatment from the Manager's from was disrespectful and disgusting ,especially for someone who works for management! Im still demanding that fotage, what is that they hiding?!!