Unprofessional in store service, lies or laziness?

What an unpleasant and unprofessional service does Fossil offer? I go in to Fossil Canal Walk om Friday to enquire about my Fossil QVenture Gen 4's back plate that has come lose. I am greated by a gentleman who has no idea what to do, the lady behind the desk eventually asks him what is going on and tells him "you know what to do".

He points met the display cabinets and asks if I want any of the watches on display, now I am confused, I asked the gentleman does this mean you aren't fixing the watch? He responds with "No, it will be replaced." Very surprised I have a look at what is available, yet only the sports watch which is 1/3 of the price of what my Gen 4 is, so I asked if it could be replaced with the same model but apparently no body has stock of the watch, he shows me a Gen 5 Julianna watch and says he can order me one which will be there in 2 to 3 working days, but he will call me to confirm by the COB on the Friday to confirm. I get asked to leave my watch there and write my details on a piece of paper.

Needless to say, no call received, I go back on Sunday to find out what is happening as I dropped off my watch with no proof that they have taken it or that they have ordered my replacement watch. Again the gentleman on duty can't find a order for a watch on their system or my details.

I go back today, Wednesday, to find out what is happening, again I am told someone will phone me when there is a replacement available for me. I ask the gentleman to ensure my details are correctly loaded on their system to ensure they are able to contact me because to date I have had no communication from them, with a big sigh and a horrible attitude I get handed another piece of paper to write my details down which is when I asked if I should rather take the broken watch and get assistance at another store, which he said it would not be necessary.

10 min after leaving the store I get a call that it will take 2 weeks to get me a Gen 5 Julianna watch to replace the watch I brought in, when I was told on Friday it would take 2 to 3 business days because the watch is in the V&A Waterfront, so what changed?

My colleague then goes later this afternoon to enquire about the same watch I was waiting on and they tell her they can have it instore for her on Friday?

This evening (Wednesday) past 19h00pm I received a call to come and collect my watch and take to access park and have them replace it?

I am speechless and so confused, where is the watch that was coming from the V&A, why can't I have the watch they have in store, where is this other watch coming from that it will take 2 weeks and why is there no paper trail of the orders they apparently place?

This is not the only Fossil I own, I buy the brand because I trust it, I could have purchased a Garmin / Samsung / Fitbit any other smar****ch and now I am extremely disappointed in the service received.