Disgusted by customer service at GATEWAY

A Tempo watch was purchased 13 December 2014 and by February the stones around the face started falling off. I called the store and manager Shanelle told me to bring it in immediately and I can exchange it. Going out of my way to do so the very next day I was at the store. I chose a different watch as the quality of what I initially picked was pathetic. They consultant took my details and was said she would call as soon as she had the other watch. She refused to take back the damaged watch and give me a gift receipt and now over a month later im left with a watch I cannot use. To make matters work gateway staff have absolutely no clue what customer service is. I have yet to receive one call from either the manager or any of the consultant with an updated status of my return.I have to call in and every consultant says they know nothing about it. I have spoken to Shanelle, Stephanie, Renuka and another lady who's name I did not get. I spoke to Renuka today and was told Stephanie is on leave, she has to wait for her to return to work 2 days later.Such a big brand like American swiss and the quality is extremely bad not to mention the disgusting way in which their staff treat customers