Complaint Regarding Poor Quality Daniel Hechter Patent Leather Shoes purchased on lay-bye

I am extremely disappointed with the poor quality and lack of customer resolution received from Truworths regarding a pair of DH branded shoes purchased as a Mother’s Day gift from my daughter. The shoes were worn only once before serious issues became apparent. Firstly, the original heel material was found by my shoe repairer to be unsafe and potentially capable of causing injury, which forced us to carry out an urgent heel replacement purely out of necessity before an event. Secondly, and more importantly, the shoes continue to cause severe discomfort and a burning sensation on the right small toe after just a single wear. Despite explaining these circumstances in detail to Truworths’ Quality Assurance team, the matter was effectively dismissed based solely on the fact that the heel had been repaired, with no meaningful consideration given to the underlying quality concerns or the broader customer experience. For a product marketed and priced as a premium branded item, I do not believe it is unreasonable to expect acceptable comfort, durability, and safety after one use. I requested that the matter be escalated or reviewed in the spirit of goodwill and customer care, but since my last correspondence on Saturday, 23/05/26, I have received no further feedback. As a long-standing consumer, I find the lack of accountability and customer engagement extremely disappointing. I am therefore raising this matter publicly in the hope that Truworths will reconsider its position and provide a fair resolution.