NWJ - Shocking 'Customer Service'

I too have had a problem with 2 Sterling watches bought as Christmas gifts on the 20th of December 2018. BOTH watches have issues with the pin and/or clasp after not even having worn them for a month.

16/01/2019 - Watch 1 - clip holding clasp closed on the watch fell off. Found the clip on the floor.

18/01/2019 - Watch 2 - Pin fell out of the watch. The watch fell to the ground and pin could not be found.

I returned to the NWJ store that I purchased these watches from on the 20th of January 2019 and was told it would be either a 6-8 week wait for the repair, which will cost me as the strap is not covered under the guarantee, or I can take the watches somewhere else for the repair, which too will cost me. The Store Manageress was completely disinterested in our complaint and that only heightened our frustration.

I requested that either both watches be replaced or refunded as BOTH watches have the same issue within 2 days of each other so clearly there has been a fault with the manufacturing,

I have sent an email to NWJ Customer Service, NWJ East Rand Mall and Sterling Timepieces and have had NO response. What is the point of having a 'Customer Service' department when the customer does not get the service they deserve?

I have been an avid NWJ customer for years, but NEVER again! And I will NOT accept this disgusting customer service either.