Service is so poor that the shoe quality is not the priority

I made an extensive complaint about the shoes causing quite a lot of bleeding and asked for a refund. I was simply NOT satisfied with the shoes. Instead of handling it with a bit more care and attention to detail, the head of customer service immediately used the "Once worn we cant resell the shoe" and "you should wear socks with our shoes" cut and paste response. I pointed out that in their photography it doesn't show anyone wearing socks and just now I've checked the description on the shoe and also doesn't mention a word about wearing socks although they say they do tell people that socks should be worn (might be on other pages BUT the page that I saw it in DOES NOT! ) see below all copy from the page of the loafers with the link as well as of tonight. I also told him that it isn't my problem that they cant re-sell the item. I was actually quite annoyed that he used that as his first excuse...."We cant resell it" just spoke to me about their focus ion customer service. Basically who cares about the customer experience, its all about the sale! Also, the idea that they think....any requests for returns after being worn is a fraud situation. Now, I have a number of loafers and they have caused some rubbing but never to this extent. I bled quite badly not only from the back but from a number of toes as well. In the end that was besides the point, the responses from the supposed head of cust service was appalling and almost quite defensive even though he's just a FT worker and not the shareholder or CEO of the company. Unfortunately the shoes are now a reminder of the terrible service Embassy London gave me.I haven't been able to wear the shoes again as even with "hidden" socks it still causes bleeding. The only loafers that have continued doing this. They should look at companies that provide luxury products and how they handle customer care and try to either meet the same policy or be better than that. I've told friends, work colleagues about this and with the amount of choice out there its quite easy to just go somewhere else. Service is KEY! These are the two types of copy on the page for the shoes: "For shoes that are miles ahead in terms of style and comfort then these beautifully designed loafers are what you're looking for. With pressed tassles and a chunky sole these are shoes that, although classically simple, will add a punch to any outfit. Made from quality European leather inside and out." "For shoes that are miles ahead in terms of style and comfort then these beautifully designed loafers are what you're looking for. With pressed tassles and a chunky sole these are shoes that, although classically simple, will add a punch to any outfit. Made from quality European leather inside and out." https://embassylondon.co.uk/products/miles-brown