Terrible customer service from Boity!!!- Mall of Africa

The service at American Swiss, Mall of Africa is pathetic. Boity is very rude and has a very bad attitude. I bought a watch on Sunday 12, January 2020. When i wore it for the first time on Tuesday 14 January, the pin and band came off while i was wearing it. I picked up all the pieces and took the watch back to the shop and asked for a refund. The lady over the counter called Boity to aassist, she took the watch put it back together and handed it back to me and said we cant refund you because you have worn it. My intention of buying it was to wear it and i would think under normal circumstances the only reason one would buy a watch is to wear it. She told me i was negligent and in her own words she said "kgo tshwanse oi thlokomele watch"..meaning i must learn to take care of it. I felt very belittled, disrespected and not treated right. I asked for the escalation procedure, she gladly gave me the number with a smile and proudly showed me her name badge. When i asked to call customer care from the store, she refused saying you cant call from the shop because of your negligence. I initially called customer care from my cellphone and Natasha tried to assist, then when the phone cut off, Boity called from the shop. I have lodged a complaint with customer care, reference number RM219672.