Bad Bad service Fossilized service

Customer service received at Fossil Canal Walk was so putrite and unhelpful. I bought a gift for my wife at Fossil Access Park for R3999 excellent service from a sales lady I think her name was Roxanne anyway it was a chain and locket set with special instructions inserted of the portrait insert and always free engravement. She was overwhelmed with the gift and wanted to have it engraved immediately as it was a special and very creative way of showing appreciation. We arrived at Fossil Canal Walk and was not greeted by a lady who I assume is the manager and after explaining that we would like to have the locket engraved she very ubrubtly responded by saying "that can't be engraved and the engraving machine is not here, she gave it to the V&A Waterfront store" . I asked her, what does she mean this item can't be engraved when the insert in the Fossil locket box specifically states always free engravement. I found myself confused and disappointed as I find the engravement to be unique and distinctive. A very unpleasant experience and this on Christmas eve considering that the store was empty throughout this interaction so I could see no reason for her condescending and dismissive tone to a customer who had saved up in order to get this gift, this lady (manager) then goes on by saying that only watches like the one she has on can be engraved and not the locket, people like that should not be working on a sales floor instead she might be better suited in the stock room. Terrible service unlike what I received at the store of purchase that lady set such a high standard at Access Park that one would think canal walk would be similar or better. Thank you for the gift but you won't find my going back to a fossil store until these kind of people can learn manners before customers have to teach them.