Watch out, you're jewellery might get lost!

Several years ago I bought a beautiful Guess watch from American Swiss in Eastgate. Unfortunately one of the stones in the watch cracked. I took the watch in to American Swiss Eastgate for repairs on 28th January 2022. I never received the call I was promised for the quotation and called them. I called on the 19th of March and was told by Eurith that she would call me back. Eurith then called to let me know that Guess would not be able to fix the watch or replace the cracked gem stone and that I could collect it from their store. I went in to the store on the 6th of May. I spoke with Antoinette, who tried to get hold of Eurice to find out where my watch is. She couldn't assist and promised to call me back on the next Business day. I have still not received any feedback and it is almost August! It seems they have lost my watch. I would like to get it back as I paid a lot of money for it and the crack is not clearly visible.