Pathetic service for a return

I returned a rather expensive watch to Guess, Baywest Mall, Port Elizabeth due to a fault. I was promised a phone call the following day to inform me if the watch could be repaired or if I would be refunded. 14 days later I have still not received one phone call from the branch. After visiting the shop in person I was told the manager does not have authority to authorize a return and she has been waiting for a response to her email request for the said return. Not 1 contact number is available online. How can a manager not have the authority to authorize a return, what is the point of having a manager??? SHOCKING service. Do not support this store!