Terrible and shocking service

Terrible service. I ordered a watch on the 29th of November. It was delivered on the 3rd of December but it was faulty. It wasn’t working. I immediately logged an exchange request and the watch was collected on the 4th of December. To date, I have heard nothing from Superbalist. I checked on the app this morning and my exchange request is showing as complete. But I have NOT received my watch. I called and sent numerous emails to no avail. On the last call I was told that the watch has been sent for repairs and will take 21 days to get back. This is completely unacceptable and I shouldn’t have to suffer as a customer because something faulty was delivered to me yet they have more of the same watch in stock currently. This was supposed to be a Christmas gift so I CANNOT wait 21 days and shouldn’t have to. What’s worse is NOTHING was communicated to me at all. I had to keep calling to get this shocking story. This is really terrible service by Superbalist.