Bad service/broken watch

Never in my life have I received such bad service. My husband bought a watch as Christmas gift in December 2020. January (less than 2 month later), the watch breaks. We take it back and get the "we will fix it asap" fast forward to April and mind you, no communication from them and a few trips to the store, speaking to different managers.... And the watch is "still not fixed", "we are looking into matters and the most recent" we are looking for the watch". I'm in the store right now, for about 40 min already and still no watch. We want to credit the watch as we received no joy but that also seem to be a problem.

What are we to do??