Smyths Toys UK review: Extremely disappointed – faulty product and unacceptable behaviour from duty manager delroy at smyths toys slough

I am extremely disappointed with my recent experience at Smyths Toys in Slough, particularly with the conduct of the duty manager, Delroy.
I visited the store because my 5-year-old son's scooter (bought only 40 days ago for his birthday) has a clear braking fault. Two staff members, Jordan and Ty, both confirmed that the scooter was faulty after asking my son to demonstrate the issue. Jordan even pointed out where he believed the fault was.
However, when the duty manager, Delroy, came over, the situation changed drastically. Instead of listening to his colleagues or acknowledging the defect, he got onto my child’s scooter himself despite the scooter having a maximum weight limit of 50kg. Delroy is clearly far above that limit (at least double), and as expected, the scooter did not stop properly on his first attempt. On the second attempt, he insisted it “worked,” even though his weight alone can stop almost anything.
To make matters worse, his riding the scooter actually caused further damage the back tyre became visibly bent. When I pointed this out, Delroy simply dismissed it and said, “It’s not happening. You can complain to customer service if you want.” He refused to acknowledge the fault or the additional damage caused.
The situation became even more upsetting. As Delroy walked away, he barged into my 5-year-old son. While this may have been unintentional, he did not apologise. Instead, when I confronted him, he told me to “walk away.”
This is absolutely unacceptable behaviour especially from a duty manager representing a children’s store.
I am shocked that a manager would ignore his own team members, dismiss a genuine safety concern, damage the product further, and then behave in such a disrespectful manner.
Is this really the level of care and professionalism Smyths Toys stands for?
I hope Smyths takes this complaint seriously and ensures no family has to go through such an experience again.