No customer service or care

It is now the 30th of August 18 days since I complained about the service from Sterns Middleburg Mall. 18 days later I still have not received my watch back I was told I would receive my watch on Friday the 19th of August. I was then called by the store Manger and told that they could not fix my watch and that they would replace my watch. I told her I cannot find the slip and they should check their records. She them said they would send it in for repairs at another jewelery shop as I did not have the slip. She told me she would call me to collect my watch latest Tuesday the 23rd. It has been a week since I was supposed to receive my watch and to date no one has called to let me know if it's ready or what the update is. This is totally unacceptable!!!!!