Bad service

My moms purchased a watch for me as a gift in September, however 2 months later the strap broke. On the 5th of November I took the watch to your Parow Centre store as I wasnt happy with the quiet of the strap, I then told the store manager Kayleen that I do not want a repair the watch needs to be replaced, She advised that she needs to clear this with the area manager first and i noticed that there was on in store that very time. I then said fine they can let me know when I need to fetch the watch. On Tuesday 06/11/2018 I missed the call from the store as I work in a very busy environment I wasn't close to my phone at that moment. I then called back and spoke to Kayleen and she advised that I can come collect the new watch, however because of my work schedule I said I will fetch it when I have time, Tuesday 12/11/2018 I went to the store to collect the new watch I was told it was sold??? (how do you sell something that had to put aside for your customer and not calling the customer to let her know or ask wen she will be fetching the item) Yesterday I decide that I no longer wanted the watch and was just gonna let my mom refund it. It was such a big hassle I spoke to Lisa didnt seem very helpful. After trying to get hold of Kayleen she called the area manager who approved the refund.

I feel as a customer I was inconvenience as I really liked my watch and was more than willing to take the replace, but could not every time take off from work to come to the store to find out what is happening with the watch and if they communicated with me myself as the customer I feel all this could've been avoided. I didn't even find something I liked yesterday so this means that i will be without a watch until I find something suitable.