My New Balance Shoes Had a Defect but Was Not Replaced

My wife bought New Balance shoes as a Mother's Day gift. When I first tried them on, we noticed an issue with the inside of the left shoe, so we returned the product to the store within about a week. They told us it would be sent to the brand for inspection. After the inspection, they handed us a paper stating that the issue was due to user error and returned the shoes to us. I then spoke with a woman named Ms. G*** from a company called Playbook, which imports the products to Türkiye. She said she had sent an email to the corporate address—I did as well, but received no reply. On top of that, her tone was extremely unpleasant. This kind of treatment is unacceptable and does not reflect the standards of a global brand.