Very bad after sales service

I was horrified at the service I received today from American Swiss. I bought a Tempo watch from the Parow store on the 24th Dec 2018 for my husband on our 25th wedding anniversary. On the 19th Feb 2019, my husband let me know that the watch arms had broken and the digits had fallen off. I was horrified because this was an expensive purchase that I had to save long and hard for. When I took the watch back, they refused to refund me and said that they had to send it back to the factory. I did not want a faulty item, but the staff and area manager refused to even hear that the item was faulty. After the purchase was made there customer service was non existent. They basically treated me like a nuisance when I brought the watch back.