Request for Refund or Replacement Due to Manufacturing Defect of Puma

I purchased a very expensive product of the season from the Puma store at Viaport Venezia. Within one year, the inner lining developed an issue where a metal part protruded, causing pain in the heel. The product was sent for inspection, and we were told that we would receive updates via SMS. However, 23 days have passed, and no SMS has been received. When we visited the store again, we were informed that the request was denied, but we only learned this in person. The protrusion of the metal part, which is a manufacturing defect and not caused by user error, has severely undermined our trust in the brand. We have decided never to shop at Puma again. The company does not stand behind its products. The store could not provide any reason for the rejection and suggested calling the 0850 customer service line. I called twice, waited approximately 10 minutes each time, but no one answered. We are requesting either a refund or a product replacement.