Faulty / Damaged Leather Strap

My wife bought a Fossil watch in Sydney, Australia, however after just over a year the leather strap started to show real wear and tear and then eventually broke (ES3060), not what you would expect from a famous brand like Fossil. I took the watch to Fossil in Woodmead and they told me that the strap is not covered under warranty. I then asked them to order me a new strap on the 10th Jan '15 (Job Number: 268600), however I'm still waiting. This a totally ridiculous. We're not very happy with the service Fossil is giving us loyal customers. Thinking of moving on to a new brand.