Silver Oasis Properties refused to address issue

I've received an email from James Williams at Silver Oasis Properties offering a partial refund, but I believe I'm entitled to a full refund given the circumstances. The athletic shoes was clearly defective from the start.

Dear customer, On behalf of Silver Oasis Properties, I would like to personally apologize for the inconvenience you've experienced with our customization service. We strive to provide exceptional service to all our customers, and we regret that we fell short of this standard in your case. After carefully reviewing your complaint, I have authorized an immediate product exchange to address this situation. Additionally, we have documented this case (Reference: REF-897DFC4F) to help improve our training and service protocols. Please feel free to contact me directly at extension 4567 if you have any further questions or concerns. Yours sincerely, Rowan Thomas Customer Advocacy Manager Silver Oasis Properties

ComplaintNest Administrator Intervention: Due to the serious nature of your complaint regarding Silver Oasis Properties's jacket and the safety concerns you've raised, we have expedited this case in our system. We have directly contacted senior management at Silver Oasis Properties and have received assurance that this matter will be investigated promptly. Additionally, we have notified the appropriate consumer protection authorities as this appears to be part of a pattern of similar complaints. Please stand by for updates as we work to ensure this situation is properly addressed. ComplaintNest Consumer Protection Team