Disgusting customer service by store manager blue route mall

Good day

I would just like to inform you of my complete and utter disgust in the manner of which the store manager at toysrus blue route mall handled a simple exchange.

It was my son's birthday on the 25th September and his great grandmother bought him a cash register at toysrus blue route mall. When I opened it and inserted the batteries, the display on the cash register was faulty and was not displaying the 1st digit. I live in Cape Town CBD, so i went to canal walk Toysrus to try and exchange it, and they were so helpful and offered to exchange it for a new 1, unfortunately they did not have the one we wanted. I told them I will go to blue route mall the weekend as his grandmother and great grandmother lives in the area.

Upon arriving at Toysrus blue route the security and staff were very helpful, the staff checked the cash register and saw its faulty and offered to exchange it for a new 1. When they arrived with the new cash register the cashier tested it to make sure it was working correctly and proceeded to ask if I'd be happy for the exchange, which I agreed to. The store manager then passed by, and informed the cashier to only exchange my cash register and not the entire box, which meant that the cashier now had to open up the new box and only remove the cash register and give it to me and also my new batteries which we bought was held behind as the new cash register had batteries in.

So firstly how is it that something brand new which has a defect isn't exchanged fully, the only way to check if it was working was for me to open the box and insert the batteries. Secondly you take my new batteries which I paid for ( as shown on receipt) & give me old used batteries which is in on the floor display unit.

As an ex Retail Manager or even just a customer I can assure you this is not how you treat a customer who just came to exchange his son's faulty gift.

I will definitely be posting this to social media and sharing with my friends and family, you have lost a customer at blue route mall for good. I have been shopping with Toysrus regularly since before the birth of our son which was 2018, we bought his pram, cot, mattress and the list goes on, but I can assure you that we will take our business elsewhere, not to mention just last week my wife and I went looking for a new cot for the new baby.

I truelly hope that the store manager gets the proper training in customer service as he has no people skills.

I must however mention that Chad the cashier was really helpful and sincere in his assistance. I just didn't want to make things hard for him due to what his store manager instructed him to do

Regards Shaakir