The worst retail experience of my life!

I had the worst retail experience of my life at Toys r Us Clearwater Mall

I had a baby shower last weekend and in the hustle and bustle of gifting some of my prezzies had receipts and others not. After the pleasant experience I had at Baby City with returning duplicate presents I stupidly expected the same at Toys r Us. Boy was I wrong! Ryan the Assistant Store Manager, Carol the Store Manager, Jacqui the Regional Manager and to top it all off Priya who took my call from the customer care line number I was given!

1 of my items had a gift receipt, the second one - presented to them in Toys r Us gift wrapping and Toys r Us branded batteries inside, as well as another item I had no gift receipt for.

I am well aware of CPA stipulations and how they protect both customers and retailers but my Word their service was horrifying. I was in their store for 3 hours (standing on my feet and I am 9 months pregnant) and they were just adamant to not assist me! The store manager clearly had better things to do than assist someone who potentially was going to spend thousands in Toys r Us for the duration of my baby's life as she made brief appearances to the counter to tell me of how she wasn't going to help and forcing her assistant and the till operator to help me. I did not want cash for my presents as they were duplicates so I was of the mind that I could be given a a voucher to spend later on in their store. The policy written on their wall plainly said that if u have a receipt or gift receipt you could receive a voucher or cash - Carol lost her mind when I demand cash as the was absolutely no way I was coming back to Toys r Us, she then made a call again to Jacqui and Priya to remind them of the policy written on their wall stating that she needed authorisation! To top it all off she wanted to refund the item at a discounted price as it had recently gone on promotion and when I refused her exact words to me "You are not the one who bought it, it was not your money and so you have to take the discounted refund" I still refused and when she realised I wouldn't budge she left me standing there and went to get office with the Assistant Ryan reappearing again! He didn't know how to complete the transaction on the till points and had to call a third party to take him through the process over the phone, this took another 45mins (I was not offered a chair and had already been standing there for more than an hour) I then asked if I could leave and come back later as I wasn't willing to wait longer.Upon carefully looking at the till slip the cashier realised that my present had been bought at that specific branch and that Carol had in fact made the sale as her name was on the user id; so she was certainly aware that the price had changed and was just determined to purposely not treat the situation with the necessary respect. Upon my return they had magically figured out how to do the refund and stressed out Ryan was confused by Carol's poor discretion and pointed out that Carol had said in their morning meeting that she could authorize exchanges on special instances such as a baby shower... Clearly I didn't make the grade; but I WILL NEVER GO TO TOYS R US again.

I wonder if Toys r Us senior management is aware of the Brand suicide their store and Regional management is committing? My name is Ofentse Molefe *** and I am genuinely appalled!