Serious safety concern- Baby fell from bouncer

Dear Babies R Us Customer Service, I am writing to express my deep dissatisfaction with the service I received regarding my recent query. I purchased a baby bouncer from Babies R Us in May 2025 as a gift for my sister’s baby. On 11 November 2025, the baby fell from the bouncer due to a fault, which is extremely concerning and could have resulted in serious injury. Naturally, I contacted your customer service team for assistance. However, the response I received was completely unacceptable. There was absolutely no remorse, no willingness to assist, and no understanding of the seriousness of the incident. I was simply told that without the original packaging, nothing could be done. This is extremely unreasonable. The item was a gift — how am I expected to have the original packaging months later? Your response shows no consideration for real customer situations or basic customer care, especially when the product involved is meant for the safety and comfort of an infant. I am extremely upset by the way my concern was handled. To be told that I cannot return or exchange the item purely because I do not have the packaging — despite the product clearly being faulty — is unacceptable. I am requesting that this matter be escalated to a manager immediately. I expect: 1. A proper explanation for the dismissive and unhelpful response I received. 2. A fair and urgent resolution regarding the faulty bouncer, regardless of packaging. 3. Assurance that your customer service standards will be addressed to prevent this from happening to other customers, especially when safety is involved. I hope to hear back soon with a meaningful and respectful resolution.