Fossil Gateway a disgrace to customer service repair

I gave in my Fossil watch on 18 November 2018 for repair at Fossil Gateway. It is now the 01 March 2019 and my watch is still in Cape Town for repair. The store staff are not helpful and have a 'don't care attitude'. There's no sense of urgency. I m beginning to think they have mislayed my watch and are just making excuses.