Selling damaged goods and refusing returns

This past weekend my wife and I went to both Cresta and Clearwater mall to try to return a leapfrog toy that was purchased by my son's grandparents. The reason for the return was simple, the toy did not work and it was easy to see once batteries were put in. We were told this is not possible without the invoice and in both cases greeted by rude managers that refused to understand that the price and barcode was still on the item and the slip was not retained. Furthermore my parents are in dbn. So we were forced to leave both stores with the defective toy, which we were happy to exchange for anything else so that my son had a happy memory from the visit. However due to the policy and lack of the stores capabilities to locate a transaction based on their own price tag and barcode we were forced to keep the toy... Is this really the best customer service that babies r us can offer?