Shocking customer service

I recently suffered the indignation of being ******. One of the items ****** was my Fossil watch. I called Fossil in Cavendish Square ... the number does not exist. How can one of the Cape Town flagship stores not have a valid telephone number online ... but any way. I then called Fossil in Access Park and explained the situation. I asked them please to send me a quote to include with my insurance claim. The lady i spoke to was very kind and promised to organise a quote for me. Well it is now THREE DAYS later and I still do not have a quote!!! How long would it take to send? Probably less than 5 minutes. What must I do now? If i dont get one soon I will go to some other outlet who will send me a quote. Myself and family members ahve been Fossil customers for years and this whole experience has just soured the relationship. What shocking customer service.