Terrible staff at Atterbury Toys r Us

Atterbury branch does not want to exchange my gift received after me coming back a second time because they required proof of the purchase. This item was taken out the box and was not working and now I'm being told I broke it and they won't exchange it yet the last time I was told u need proof of the purchase. Staff took out a broken piece and took a photo of it and now they are telling me a piece is missing. They are now making me wait and not allowing me to speak to a regional or area manager. Customer service is not picking up.