DEEPLY UPSET AND DISAPPOINTED WITH HAMLEY'S EASTGATE AND AREA MANAGEMENT

At the end of July, I went in to Hamley's in Eastgate to buy my 8 year old son an expensive transformer, which I had wrapped and kept it as a present for him for when I arrived back from my overseas trip. When I returned to SA, I gave my son the present and on the 2nd day after receiving it, he accidentally broke. I was very dismayed as it was expensive, so what did this say about the quality of the toy? I called the manager of the store, who was very nice about it, when I told him the story, and straight away he told me that I should not worry about it, as he will exchange it for me, and even apologized to me. I drove 25min to the store, handed him the transformer, he looked at it, and said to me, that he actually cant exchange it as it was broken, but not as a result of a defect. When I spoke to him over the phone, he did not say there were any conditions to the exchange. Why didn't he specify the conditions then? I held him to his word? At that point, I became irate and told him I was not going to accept this. I told my son to select another toy, which he did, with which to exchange. It was approximately the same price. The manager then told me he was going to call the area manager, and ask him what to do. He tried a few times, and then told me he (the area manager) was very busy. I said, that's not my problem. I stay 25min away, and specially came to the store for the exchange. I wont be driving back and forth because he cant get hold of the manager. I had some shopping to do, so I left to shop, after I left my number for the store manager to call me. I received no call, and had to return to the store. The area manager said they would have to phone the supplier to see what they said and if they would give the shop a credit note. I then spoke to the area manager and he said the same thing, was not sympathetic or willing to help at all. I told the manager that I would be leaving. I gave him the exchanged toy my son wanted, and told him, because of the inconvenience, and the long drive for me, he must please deliver the toy we wanted. He said, he would deliver it to me, for the inconvenience caused. The following day, I did not hear from the store manager, so I called the store and the store manager was not there. I called again Thursday and again he wasn't there. Imagine how I was feeling! I then spoke to another store manager during available at that time and she said she would call the main manager and ask him to call me. He finally called and said that the area manager had called the supplier and they said they wont give him a credit note, or repair the toy. I then got the number of the supplier in America. I called them and the manager of their supplier, Hasbro, said that they have no dealing after the store gets their product, that the contract is that any issues are between me and the store. The Greenstone branch of Hamleys has closed down, whilst in Eastgate, there must have been 1 other person there. Could they really afford to lose another customer, especially when they are in the wrong? I am so disappointed, as is my 8 year old son. I don't feel that this was handled in the right way at all. Shame on you Hamley's!