From bad to worse

I bought a Tempo watch for my husband in January 2018 from Sterns Somerset Mall. He wore it for two weeks and the battery died. We never got to fixing it but eventually took it back to Sterns in November. They had to send it away which we were fine with. Received the watch in February 2019 - the rubber seal on the outside of the watch. So we ask them to send the watch back. Received the watch again on the 22 of March 2019 - full of scratches - the face, the band everywhere. So I phoned TFG head office on the same day 22nd of March - the lady listened to my story and took down the details. She promised that the matter will be taken further etc and someone will contact me soon. Tommorrow will be a week after this conversation and still no one has contacted me. The ladies at Sterns also just pull up their shoulders each time - no customer service at all. At the moment we would actually just like our money back and they can keep the watch because this is unacceptable.