Abysmal experience at Russell & Bromley store

I've had a terrible experience at Russell & Bromley store in Oxford Circus by Bond Street Station. I purchased a pair of Highland Stuart Weitzman boots, for which I paid £600. On wearing them to work the next day I discovered that they were not staying "up" and despite the laces they were bunching around my knees. I telephoned the store where the sales assistant agreed to put away a "brad new pair that haven;t been tried by customers".

When I returned the shoes the following day the staff refused to exchange the shoes because I wore them once. I tried to explain that this was how I found out they they were faulty. You cannot discover this sort of thing when you try the shoes on in front of the mirror. The manager insinuated that I was dishonest and somehow Ive done something to the shoes. I tried to explain that they were faulty but they would not listen as they said that they were worn so that's that. I asked why a professional women would take time out from work to come to the store to exchange the shoes a day after purchasing if they were not faulty but they haven't been able to address that. If course they were not.

I telephoned customer service who was even less helpful. I was told that the staff would somehow see that the shoes were faulty and if they didn't address that that means that they were not. I explained that the manager was up in arms about the shoes being worn once and would not discuss the issue of the boots being faulty. After a long argument they finally told me that I can send them back and they would have to be measure by the "expert". What does this involve and how they are going to measure it against my leg they couldn't explain.

In short - avoid if you can. You will be saddles with an expensive item and no way of redress.