Unfair treatment at Zara Eastgate Mall

I bought shoes at Zara on friday,wore them saturday and walked a couple of steps,the heel broke and I went to Eastgate where I bought them the following Monday,I found a very rude store manager and told me even before she logged a query that they won't refund nor exchange the shoes.After a couple of days I went back to the store to check progress and only to find out from the other manager that my query was not even logged,she promised that they will revert last week Friday and 7days later,I have not heard anything from Zara.I am not happy because I paid a thousand fir those shoes and only wore them once,where is value my money? Now I have to pay a shoe maker R450 to fix the soles...Zara should either refund my hard earned money or exchange the shoes.