Sterns please live up to your reputation.

I am disheartened by the service we received (me and my sister) from Sterns East London Oxford to be precise. How can they forbid us from returning a faulty watch which it's wrist belts are peeling off? Can someone please remind them about how they boast about how "genuine" their staff should translate into their tag line? Can anyone please help us resolve because it's not even a week!.