Hot Wheels - two play sets in a row are broken

I have purchased two Hot Wheels sets in a row and both have been faulty. I reported it to the store in Watercrest Mall and they said they would contact their supplier and get back to me. They took my details, I have followed up twice and no one gets back to me. These are for a little five year old boy who was extremely excited and put these items on his wish list months before Christmas and his birthday. BOTH items were broken when we got home.

I phoned the customer care line and the woman who answered said that I need to bring the items in along with my till slip to be assessed by the store manager - no compassion. I understand that there are procedures in place for a reason but faulty items twice in a row?! ****** expensive items might I add!

Who is the one who has to explain to a little broken-hearted boy, in tears because his long awaited Hot Wheels toys (at R1999 might I add!) are broken? We are now stuck with two broken items until lock down ends.

****** disappointing - this has poked the mamma bear!