Damage watch not returned

My husband bought me a watch in October 2023. February the parts inside the watch started breaking (number were loose inside the watch). I took the watch back to American Swiss promenade on the 14 March 2024 this was still within the warranty period. I went back to the store 10 weeks later as I had not received any confirmation on repairs being done, the watch was in the store room and had deep scratches on the glass which was not there when we gave in the watch initially. The manager said she will book it in again for repairs. To this day I have still not received my watch back or a refund. Everytime I go to the store there is an excuse, headoffice called and even they did not help. Store is able to see the purchase on the system but can't refund me because they still waiting for dont know who to send them a physical copy. My husband is still paying for the watch even though I don't have it. This is becoming absolutely ridiculous.