Hummel Sent Mismatched Shoe Sizes in Gift and Won't Help Without Purchase Info

In one of the gift packages given to my son for his birthday, there were Hummel brand "Hml Thor Winter China Blue" model shoes. When we opened the box so that he could wear the shoes later, we noticed that one of the shoes was size 38 and the other was size 39. Since we did not know who gave this gift among the crowded gift packages and our sincerity with each guest was not the same, we could not ask each guest individually about the gift they received. Therefore, we do not have any information about where the shoes were purchased. I conveyed this situation by filling out the form on the "Contact" section of the www.hummel.com.tr web page with a very explanatory text. Although I stated that the shoes were in their original box, that the model, order number, and barcode information were all on the box, and that the barcode numbers were also on the shoes, the response I received via e-mail shortly was "We kindly ask you to contact the unit where you performed the transactions for transactions you performed outside the online site." If I knew where the product was purchased, I would contact that person directly. But not only was I not given any help regarding a product from their own brand, but also no information was provided, at least no information was shared about where it was purchased, clearly showing how much the brand cares about customer satisfaction. In the age of technology, in an age where everything is recorded on a computer system, I have never encountered such anachronism and indifference before.