Customer Service non existant at Clearwater Fossil

We bought a Fossil watch at Fossil Clearwater in December 2017. We noticed that the metallic paint had started coming off, so we promptly returned to the store. "Reggie" who assisted us phoned head office and assured us that we could swop the watch and that we should wait for a new SALE in January and that he would let us know when the SALE would be on. We waited and there was no communication! Went back to the store and were told that we had missed the SALE. Then started the phoning and coming into the shop. We were told that only 'Reggie" could help us!. He was never there, always on a luch break or toilet break and never returned any calls. It is now May 2018 and this is still not resolved, we have a damagedn watch that was promised a replacement. Customer Service is bad. We would like our money back