Disappointing service

I took my watch to Edgars Tyger Valley for repairs on the 21st of September. The gentleman promised to phone back the 25th with a quote to repair the watch (cracked screen). I had no return call and contacted Tyger valley numerous times without success as their switchboard number kept ringing. On the 3rd of October I contacted the Edgars call centre for help. A friendly lady soon informed me that their lines are down at the store. She promised to get back to me. A day later the store called back with a quote for repairs which I accepted. The store manager also called and apologized for the poor service and informed me that the watch will be sent away and a 8 week lead time should be expected and they'll cover the cost of the repair which I did not expect but accepted.

Last Saturday I decided to check in as I was in store. The lady at the counter could firstly not locate my repair request as she could not find it in their book (would be great if this could rather be captured in some system). She then promised to call back on Monday 20 November. I informed her that I'll be out of the country but she must please leave a voicemail message.

No message was left. This morning I called the call centre and Dimakatso answered my call. I gave my ID number and she asked me to hold. After 5 minutes the line disconnected with no callback.

I called thrice and again calls were dropped or no connection could be made with the call centre.

I finally reached Dimakatso who then said she'll call the store for feedback and call me back.

This was 4 hours ago.

I know fully that an 8 week lead time was given yet until today no one at Edgars can give me an update or gave me the assurance that they still have my watch (seeing that their booking system in-store did not provide enough for staff to understand what has happened to my watch).

I'm very disappointed after I had such a great first impression of Edgars and with a week left before the 8 week lead time is over, I'm doubtful that I'll have my watch back.

With very visible evidence of slow sales at Edgars one would hope that their service would save them but I think the writing is on the wall.