Dishonest and disappointing Sales people

My dad (a pensioner) bought a watch from Sterns in Secunda, when he got home and tried on the watch, he realized that it was not user friendly/practical, it kept slipping off his wrist so he took it back to the shop on 24 June 2021 and requested that they repair it for him, he received an sms saying "your Sterns repair has been successfully captured at Stn Secunda Mall, ref RE***. From then on they were dead quiet, we went to the shop twice in August to find out what is happening, they told us the watch was delayed due to looting and unrest which was a pure lie because we submitted it way before anyone knew there were going to be unrest and looting. They then said they would call us but to date they are still quiet.