NEVER buy from Toys R Us AGAIN!!

On 9th November 2018 I bought a Microphone-toy for my granddaughter's birthday, because I was going for an operation on the 10th! Her birthday was on the 18th November 2018, and when she opened the toy, it was broken. On the Monday, 19th the two of us headed back to the shop, and the slip was no where in the bag! We asked VERY politely to have the toy exchange for EXACTLY THE SAME ONE, because this was the ONLY thing on her wishlist!! but a very rude shop manager told us, most of the toys "might be broken", they do not guarantee them 100%, that is why they want a slip! I offered my credit card, but she just laughed at me. (My granddaughter was crying bitterly!) I phone the "Consumer's Act People", and they said Toys R Us have to help me. They forwarded me to their website where I can get the policy in this regard! I wrote four (4) e-mails to Toys R Us's Customer Care department, but every time they give me a reverence number and ignore me!! My granddaughter is devastated! We, our family and friends will never buy from Toys R Us again. This Christmas season we saw there is beter and friendlier places to shop! I am taking this matter back to the Consumers Act People!