Rude and Unhelpful!!!!

I have two fossil watches that need to be repaired. the first one kept steaming up and was brought brand new the week before and the seconded kept losing time but did have a few scratches on the face, but had be well maintain. As per NWJ they have to send it off to fossil in CPT and they wrote scratched on the sheet they handed back to me. which yes it did have one or two little scratches. I finally received the call to collect the watches, when i did the first one was fine but the 2nd watch was even more scratched then when i handed it into their care. I showed the sales lady that i was not happy and it has been more damaged, she called her manager. He approached me, he was so rude and unprofessional in the way he spoke to me and how he told me oh well there is nothing they can do because it says scratch. I then asked him but what do you consider scratched. Is that 1 scratch or two etc. He said he will have to call fossil and send it back but there is nothing he can do. I was so annoyed at how he spoke to me and now He has called to say No fossil wont do anything and every time i tried to talk he interrupted and was so rude. He also told oh but he just works, so he cant help. RUDE