Broken Watch

My sister brought a Fossil watch a few years back. The strap has broken. I have taken the watch to Fossil Clearwater were they advise me they will have to sent the watch to their workshop for repairs. It was given to Fossil Clearwater on 7 January 2015. The result of this is that they can not repair the watch because they don't have the spares for that strap anymore. That's fine I can accept that but till date I have not received the watch back. When I go to the shop they tell me it is still at the workshop they will follow up and get back to me. Not happening. When I contact the workshop they tell me it is on the way back to the store. I just want the watch back, it was paid for and is the property of my sister.