Two watches bought, both do not work, no feedback

I bought a watch from Emirates high street for my wife's birthday on 28 October. It arrived a week later but did not work, So I contacted Emirates who advised I must send it back and they will send a replacement. They then told me Fedex would send me documentation. I ended up having to do all the documentation for them. the watch was collected and a replacement eventually arrived on the 24th of November. To my shock it to did not work (you would think they would have checked the replacement to make sure it worked). I contacted them again (all over email) and asked who I could phone to discuss my options. They rep**** that they do not deal with customers over the phone, only via email (great customer service here). So they emailed to tell me that Fedex would be on contact to collect the watch, that was on 27 November. It is now 8 December, I have not been contacted, nor has the watch been collected and the two mails I have sent to the customer service department have not been responded to. I would have phoned, but there is no phone number available anywhere. This is by far the worst and most inept customer service I have ever experienced. It actuallu astounds me.