Poor quality Footglove heels

I am writing to express my extreme dissatisfaction with both the service I received and the quality of a pair of heels I recently purchased from your store.

At the time of purchase, I raised a clear concern with your shop advisors: my usual size (7) felt loose at the back, and the pair I was given already appeared flimsy—as though it had been previously worn. Instead of addressing these concerns professionally, I was advised to take a smaller size. I trusted this recommendation, despite feeling immediate discomfort at the toes when I left the store.

I was reassured—implicitly and explicitly—that this discomfort was normal for new shoes. However, after wearing them at home, it became clear that the shoes are not only extremely uncomfortable but entirely unsuitable for my feet due to the incorrect sizing I was advised to take.

When I attempted to resolve the matter, I was met with further disappointment. Upon contacting your Musgrave branch, the manager dismissed my complaint outright over the phone, stating that the shoes could not be exchanged because they had been worn. This response is unacceptable. I would not have been in this position had I not been misled by your staff in the first place.

It is unreasonable and frankly unfair to hold me accountable for following the guidance of your employees—guidance which has resulted in me being left with an unwearable product. I have since tried wearing the shoes again, and the discomfort only confirms that they are not my correct size and are of poor quality.

I expect Kingsmead to take responsibility for this situation. I am requesting a fair resolution, either in the form of an exchange for the correct size and acceptable quality, or a full refund.

Please treat this matter with the urgency and seriousness it deserves. I look forward to your prompt response.