Pathetic service Duesouth

My husband bought me a fitbit watch in December. 4 Months ago the strap just suddenly broke and we took it back to Duesouth Kimberley as it was still under warranty. They send it away for 'repairs'. A month ago we asked the shop assistant what is progress on the watch and he said they couldn't repair it,but they can replace it with a new one but it wont be the rosegold. We bought the rosegold fitbit charge 2 which was more expensive than the normal fitbit charge 2 watches. I told the shop assistant why can't they just replace the strap and he wasn't aware that the straps are interchangeable. Well I have been without a watch now for 4 months and my patients is running low. The shop assistant said that the only means of contact between them and repairs are via email, so its taking so long just for every response from them. He also said they don't do repairs in South Africa, just replaces the watches. I don't understand why this wasn't said in the first place. My sister in law bought a garmin from cape union mart and when her strap broke it was replaced within a week. I asked for a refund which is also taking ages for shop assistant to get a reply via email from repairs. I wil never buy any electronics from Duesouth again. I contacted Duesouth SA directly via email twice a month ago and no reply. You pay so much for something and then get this type of service. Never again