No customer engagement

I needed to get my Citizen watch repaired, and took it to the Sandton store. I requested I be contacted before any work was done as it was out of warrantee. I heard nothing back for 2 months. After about a month I tried calling (calls never connected to a person), emailing (received one response and then nothing else, despite 3 follow-up emails), I even tried their online store chat window (no one is on the other end). I went back to the store today. My watch had been repaired (without authorisation and I was charged anyway). It had also just been sitting there for 5 weeks. When I said I was never contacted, I was told I must have been, so I checked my call log in the store on those dates - there were no calls from them. To their credit, I did receive a verbal apology from the store, but that was it.