Terrible service

Last month January 2018 my wife and I went to purchase a Pram from Toys R us. After having a look at the different prams and taking Advice from the sales consultant that assisted us we decided on a Chelino pram amd car seat with had a value of R2500. The car seat has a built in airbag as well for the child. After reading the Manuel it clearly states that if there's any defect in the product or if it is damaged in anyway we should NOT use it but undress take it back to the store we purchased it from immediately. A month later when we needed to make use of the pram and car seat for the first time we noticed that on the top cover of the car seat few of the stitches were open! Which now made the product defective and unsafe for our newborn to use. Also bare in mind the car seat has a built in airbag! My wife first called toys r us and the manager then stated we must it bring in the product so he can evaluate it. We under no impression thought that taking back a defective product which was harmful to our child would lead to such embarrassment. We then went into the toys R gateway branch under the impression that we were going to return the defective product and purchase a new pram after previously speaking to one of the managers by the name of Tubal over the phone. Prior to this incident we also experienced another problem with returning a play mat. We spoke to Aiden and he clearly said as long as we have a bank statement and the card it was purchased from they can refund us the money but other than that he won't beable to assist us without the receipt. So back to the topic on hand on Saturday the 17th of Feb 2018 we took the defective products in together with my bank statement and the card it was purchased from so that if we didnt see a product we liked we were then going to take a refund at the store the manager Tubal had a look at it, he called one of his staff and spoke to him while we had a look around the store to see for another pram. We didnt find another pram that we liked however we did take 3 other products. Upon going back to customer services at the entrance of the shop tubal and the customer care lady (Rose Anne) then insisted that they cannot return the pram but they will contact chelino on Monday to assess the product and then notify us on whether they can repair it or replace the product, while conversating with Tubal a few of his other staff then came to the to the desk stood beside and behind him (Tubal - the manager) and one in particular by the name of Christopher then out of nowhere started commenting that they dont do refunds without proof of purchase, yet we had our bank statement. We asked the manager to get all his staff to leave as we wanted to deal with him only he then became extremely rude and embarrassed us by insisting they cannot return the pram as it is "company" policy and we should take the pram and leave and they will deal with it with chelino but they will not return the defective product and return our R2500. I then informed the manager that on the Chelino Manuel it clearly states not to use the product if damaged or defective and i informed him that the car seat had an airbag (which the manager did not know) what if something happens with us using the defective product and injures the child? The manager Tubal Angiah then stated that we are "fishing" him for OUR money back! He then raised his voice and got frustrated at this point and people in the store actually started looking at him and shook their heads in disappointment with the terrible service that we as regular customers of toys R us where receiving! The manager Tubal Angiah then contacted the other manager after + - 30 minutes of arguing with us "the customers" he says "They" have come to a decision and the will return the money but next time make sure we have our original till slip. This was a terrible experience for my wife and I and this is not the first time we received *** service from the staff at Toys R us gateway. The staff cannot deal with customers in the appropriate manner. We were so embarassed and made it look as if we just wanted our money back for no reason. We are really thinking about not shopping at Toys R us ever again as a whole and letting everyone we know,know about this! Upon tellng the manager Tubal that he is raising his voice and making a scene he says "it's the way i speak". Whilst leaving the store Tubal did not even apologize to us or wish us well while leaving. It was extremely embarrassing cause even while we was at the other store looking for a better pram one of the on lookers saw and approached us saying "it waa wrong for the manager to speak and treat yourl like that" she even have us her number and said if we need her to confirm his terrible behavior she will gladly do so. Never before have i received such bad service from a store it's absolutely shocking especially the fact that it's a toy store a place dealing with Children and parents!