Bad service

During December 2019 I bought a Casio watch on Mervis Brother Jewellers' online website. The first hiccup: after timeously purchasing the watch I had all my days in receiving the watch in time for Christmas. Then a few weeks after I bought the watch the wristband broke. I then couriered the watch back to Mervis Brothers for repairs. I was then advised by Mervis Brothers that the watch will be forwarded to the Casio Agent that handles the repairs on their behalf. The quote given by the Casio Agent was to the effect that the wristband and watch was beyond repair and that the guarantee on the watch does not cover the wristband. But I can buy the same watch at the discounted price of R1 285.00. Bear in mind that I bought the watch for R1 444.00. I declined their "generous offer" but was then advised if I am not willing to buy a new watch , I must now pay a rejection fee of R350.00. I out rightly refused to pay the rejection fee. I decided to take the quote and watch to my own jeweller and attempt a repair. I have in vain for weeks now requested Mervis Brothers Jewellers the quote in this regard for my own perusal as well as attempted to make arrangements for my couriers to collect the watch from their premises. The reason why I cannot get the quote and the watch from them is unbeknownst to me. I could have bought a Casio watch from hundreds of places but I opted to buy it from a reputable company. I am aware that it definitely is not a Rolex but perhaps therein is where the problem lies.