Bad service

I took my watch in for a strap replacement at American Swiss in canal walk. This took place about a year and two months ago. I received a call from some from Forschini group customer care. So far I received two calls from the store to give me an update on my repairs, this was a couple of months ago. I am so frustrated that a repair could take this long and what frustrates me even more is that they really provide the worst service I ever experienced. I have so far made it my duty to pay up my account with this group. One year and two month?