Xero Shoes - Terrible Experience

Very disappointing experience with Xero. I had an issue with the quality of a pair of shoes I received. One shoe had stitching along the side that appeared to be incorrectly positioned and caused the side of the shoe to indent inward.
Xero initially treated the issue as a potential manufacturing defect and asked me to complete a defect form. However, they later characterized the issue as a sizing problem without, in my experience, providing an explanation or evidence for that conclusion.
I was also told to wear the shoes around the house to determine whether they fit, while being told that wearing them could potentially affect my eligibility for a return. I found that process confusing and frustrating.
I’m sharing my experience because I believe customers should have a clear and fair process for addressing potential quality issues. This experience has significantly affected my confidence in Xero.