Pathetic Customer Service - Pavillion - Durban

I had the worst customer service experience with Babies R Us in Pavilion - Durban. I had purchased a Car Seat for my 11 month old son, however upon purchasing the sales consultant had not taken the plastic wrapping from the product and was just given to us with no checks. When I did decide to use the Car Seat, it had a slight tear to the right side. I have taken it back to the store to explain as to what happened, my husband and I had been told several times (it is not a factory fault) by the manager whom I think is not fit to be a leader for the store as he doesn't get to the route of the problem but insists on addressing issues about your oppositions (Baby City) which is no relevance to me. I am a new mum and majority of my purchases has been from Babies R US Pavillion and Gateway (Durban) from your combo deals campcot and c****at / stroller (your inhouse brand), bamboo baby pattress , pillow cases, formulas etc. It is very disappointing the service I had experience at the Pavilion Branch, to my knowledge Babies R US used to be the most leading Brand in this industry however I cannot say the same now. Please do equip or train your sales consultants and management to have the knowledge about customer service as the service received was pathetic and I would never shop at Babies R US again and I inform family members/colleagues/friends about the poor service from Babies R US. It is all well and good to get a sale but the after service is poor.