Broken shoes from solo

I bought shoes at vaal mall on the 3rd of December 2023. I wore them for a night and wore them again on the 19th February 2024 when the heel of shoe broke. I went to solo vaal mall the same day and the sales person reported the case to Vincent and they both made a conclusion without through assessment that it is not factory fault and if I am unhappy with their verdict I should contact head office. I then went to make calls to head office and even sent an email with no reply or assistance, instead I am being given run around on who to call and when I call or get transferred I am told to call another person. Till date I am not assisted instead I am being made a fool of by both the store and head office.