Legit Bay west Horrific customer service .

I bought a watch late Saturday 14/07/18 I took the watch back 15/07/18 after work because the second hand inside the watch is loose.I did not want a exchange just a credit as I did not use the faulty watch.The lady at till point refused to credit me she insisted I exchange.I asked for her Area manager number she refused to give it.I asked what's her name she asked me why.My husband walked into the store and he have a very load voice ask for the manager she left the customer she was busy with told the guy by the till she won't help us.The customer before us had to do the exchange she had to wait with us as the manager had to authorise we waited 20 min still no manager the till point guy called her for her password than she gave it to him.We asked him is this lady coming back he said yes I told her you waiting.We waited and still she did not come out.I asked the guy behind the till again what's her name he said Xolelwa I told him I will take it to the Ombudsman they ask me who is that.I have never in the 19 years of being a retail area manager ever received such horrible service. Legit Bay west staff don't know the meaning of customer service. She rather give her password to the cashier than to assist complaining customer who expects value for money and spends thousands in the Legit stores.