Unhappy customer

We have been buying the same shoes for years. We have never had any problems with them. The shoes we bought at ProTennis (first time we buy at ProTennis) are defective. ProTennis is doing everything it can to avoid having to help us any further. Is it a fake item? In any case, it smells like a scam. So, this was the first and last time we buy at ProTennis.