Toys r us Cowboy operation in UK

My sister brought a Nintendo DS system from the Brent Cross branch of Toys R Us on 8th August (her birthday). When she arrived home we discovered the unit had several scratches on it, and so the first question I asked was did she buy an ex-display model? The answer was no, she paid full price so my brother and I went back to the store for a straight exchange. When we arrived at the store the manager accused us of 'swapping' the game system after it left the store, and claimed that since we do not have any proof that we didn't swap it he is not prepaired to assist us. We were treated like thieves and told to leave the store. I was absolutely appalled at the way I was treated.

My sister, whome I would like to add is an MD of a London based finance company, went back to the store the following day and the manager of the store told all of his staff not to deal with her because he had made up his mind. Again, a very humiliating experience for her. As a last resort we decided to ring customer services whome then told us that it was our word against theirs, and therefore they are not prepaired to help us either. I have since seeked legal advice and I have been told that I do have the right to a full refund as under the Sale of Goods act (1979) if the item is returned within a 6 month period the consumer does NOT have to prove the item was not defected at the time of purchase. In our case, the item was taken back to the store within 2 hours of purchase. I will be taking legal action against the store, but I believe everyone should be aware of the cowboy operation Toys R Us are running here in England.

My brother, sister and I were all humiliated by the store manager and customer services after paying good money for a unit. I could expect a better service from a market stall then I have recieved from Toys R Us. This is not about the