Unprofessional and Bad Service

I would to report poor service that i am receiving from sterns shop in Pretoria CBD Sammy Marks, I have escalated to the manager and she does not even help and she is even worse, I wouldn't want to waste my time and write the full story here, rather call the shop and they will tell you about my watch story,its been over 3months now, she keeps on saying she will call us back, but she doesnt and we have to keep following up with her, she gets emails for my feeback from CJR but doesn't contact me up until we call then that is when they remeber they have our feedback but doesnt communicate with me, only when you call that is when she will give feedback.I am tired of following up while i am the customer and today after calling she said she will give feedback on monday, this has been going on for a while and at this rate i will rather get my refund and just stay away from sterns and their poor customer service.so very disappointed