ZARA POOR SERVICE AND QUALITY

I bought boots R1200 and a coat for R1700 online, only wore the coat once and realiser it had flints, the boots glue is coming off. I complained with zara cares and the reply I got was that I should return the items at either their drop points or store. The reason I bought online is because I cannot go to the store and zara uses that to their advantage, the sell us rejects online knowing that we are unable to return the goods. I told them that I'm unable to go to any of the suggested places, instead of them making a plan to come get them they were so unbothered and said they don't provide that service. What happened to treating customers fairly? I'm writing because this is not the first time this happens. I'm really disappointed as I paid good money hoping for great quality and service.