Pathetic service from Toys R Us

The service received from Toys R Us Claremont was pathetic. I visited the store on the 27/12/2020 as my kids received a gift for Christmas. They received 2 x dolls which was not working, the mechanism where the batteries need to be fitted was eroded. The communication is poor nobody gets back to you it's been more than a month and still this has not been resolved. I have to call the store for follow ups which is very poor customer service. Please help hello peter