Salomon - Shoes fall apert while customer is "unhygienic"

My Salomon hiking shoes are ±20 months old and are falling apart. The laces are cutting through the eyelets and the heel supports inside the shoes are disintegrating. The store in Sandton advised that I can exchange them, but the deal was too good to be true. The shop assistant refused to take my old shoes, because they were not clean enough. Define clean for hiking shoes that have been used for 20+ months. She put me on the line with someone at head office, who supported her. Just, he added that my shoes are unhygienic. That is without seeing the shoes himself. I suppose, by extension, I am also unhygienic..... He refused to put me through to his CEO/manager. I am sick of being patronised by companies that hide behind a website. No phone number or e-mail address where a senior person can be contacted. Why are they scared to interact with their clients??