Almost a year and I still haven't received my watch from repairs

It's been almost a year since March 2017 when my watch was given in for repairs to Prime Time Canal Walk. The watch had been returned to me on two occasions with can be that was either different or worse than when I had initially sent in my watch. I was then offered a 'new' watch which was nothing similar to the one I own. A silver watch instead of a full black watch, honestly? I was then asked to choose a watch from the catalogue. 1 month after the watch was chosen I receive an email stating that I will not beable to receive that particular watch as it is only available overseas and ontop of that I was asked to pay extra if the watch I now choose costs more than the previous. I have visited prime time on multiple occasions only to be let down time and time again. Does it honestly take a year to fix a watch? Or does it take a year to replace a watch? I was promised email correspondence which I asked for everytime before I left the store yet this has not been done. When i asked them about it, its always a 'manufacturer problem'. Is this how customers are to be treated? Will I receive my watch in this lifetime? I am rather concerned. This is now a debt that I am owed. It feels as if Prime Time, Skagen and Fossil have ****** from me!