Fossil ladies Virginia rose tone bracelet defect - Unsatisfied customer

I bought a fossil ladies Virginia rose tone bracelet watch online (p***) in April 2022 for my 65 years old mother, from one of your outlet stores in South Africa (Sterns). In November, while wearing the watch, the connectors broke. When she took the watch back to the store, she was told that only the inside of the watch is under warranty and not the straps, and was given a Tempo watch warranty to this regards. Yet online, the fossil warranty covers the watch, stating that if after investigation it was proven that the defects were caused by manufacturing. This issue is not investigated, yet the store is adamant that they will only fix the watch at a cost. I would like an amicable way of fixing this, this is bad customer services. You cannot just blame a customer for your defective products. I thought Fossil was a reputable brand. If you truly trusted your products and care about customer satisfaction, you would at leats have a decency of investigating and figuring out what could cause such a defect. I take that you denying feedback from your customers mean you do not care about quality improvement. Patty I cannot even get a direct complaint email address to Fossil. I rate you 0, that one is because it's compulsory.