No Refund for their faulty watches??

I bought a watch for my fianc?,and one of the buttons did not work I then contacted the lady at matt A for a return to repair it. I wasn't really keen on it as I am not fami**** with the brand so I took chance again had it fixed up, hen I received the watch back I gave to my fianc? to wear and the glass cover literally just fell out, out of shock and embarrassment I called the lady at matt A again, she was shocked as well, my trust in this particular brand faded and I preferred to have a refund for it. calling week after week asking for any feedback whn I will be receiving my refund only to find out that Matt A. himself says the glass is not under warranty so I cannt get my money back? How's that my problem whn the lady at matt A knows I have been calling every week about the watch? now he prefers keeping the money than refunding me?Bad customer service on so many levels as I too work in a customer service environment! Companies like this would prefer making a couple of bucks than being loyal,honest, fair towards their clientele. sales is all about how you manage your clientele. your customer service. logically the above doe snot make any sense. No customer service etiquette!!