Poor service, Poor show. No leadership.

I am very dismayed by the attitude and service offered by game midrand. I went to collect a gift for my baby that her grandparents bought and paid for in Durban. It was a hassle locating the info even though I had a copy of the slip with me. I decided to continue with shopping while they located the info and picked my purchase. upon return to the info desk, I see a used item combined with new ones. I told the lady, Thuliswe or something, I cannot accept this as it looks used, damaged and very dirty. I ask her for a new one, she responds and says sorry, this is the only one and you have to take it. I refused. She says, she created the DN already so I should walk out with this and let the security sign and then go to customer service for a refund. WHY SHOULD I, I DID NOT MAKE THE MISTAKE. anyways I did that and got a refund and further still purchased other items that my baby wanted. Her grandparents then called the head office and then the store to complain as they really wanted the item for the baby, the store manager responds and says he saw me there and was not aware that anything was wrong. even though the items were lying on the floor when I left the store, 1 of which is a very visible table. Through all that, he says I should have brought it to his attention and they have many in store, and he could have replaced it and why did I not ask for him. so by now he has been briefed, but he did not bother to call me. Surely he could have obtained my number from the return slip, looked at the items and given me a courtesy call. Its pointless saying how he could've helped me when there was a chance to, he did nothing except blame his staff. Theres no accountability nor responsibility. I returned to this store after 7 years because of their bad service initially and sorry to say nothing has changed.