Ecco Shoes That Ripped On The First Wear - Irresponsible Customer Service

I purchased a pair of shoes for my wife on 2025 Valentine's Day in Istanbul Historia Mall as a gift. The sales representative told me lots of fancy words "Ecco is one of the best and always gives importance to the customer satisfaction" etc. However, I see that they told me a lie. Once my wife wore the shoes the first time, there was a tear in the shoe. Again I say in the first wearing, she didn't even step outside. I went to the store after that and they told me "We're going to send it for the review". After the review they told me, the review is negative, they told me there is no problem in the production. The sales representative implied to me that I was lying, I did the tear on it. I am a respected engineer in Türkiye and my wife is a family doctor, we are not going to lie about something like this for a shoe. On a special day, I insisted to my wife to buy the shoes from Ecco but I'm really disappointed. The customer service is very indifferent so I'm sending the mail directly to you. I kindly request your support to resolve my grievance. I put the photos in the attachment. Then the product sent to the review 2nd time again I didn't receive a call from the customer service or the store. I always had to make a call to be able to get the solution. They don't send me the service solution documents so I don't know if it's really sent on a review or not. I can't use the shoes for more than 1.5 months because I have to wait for their answer. I never faced this kind of issue before.