Second time-promises broken! Why still support you

We have been buying Swatch watches since I can remember.Service has always been good,however,the last couple of times I went to the Clearwater Mall branch service has really tumbled.I wanted to buy my husband a new strap & battery for his watch.I went into the store,but there was only 1 person helping customers and there was about 5 customers in the store.I left it and went back on 31 July 15.The same guy was there.They didn't have the strap we needed,so he took my details & said they will order it & that it'll take 3 weeks.I stay far & explained this to him. I went back to the store on 20 Aug 15.The guy wasn't there,Lebogang was.She looked in the book & it was very clear that they have not place my order at all.She was going to follow up on this & get back to me.Promised to do so that same afternoon.Its now 27 Aug 15.Still haven't heard from them.Still don't know when we're getting the strap & why the initial order wasn't placed.Apparently this strap & battery sale is not important enough for them to fix their error or pick up a phone to let customers know.Sad to say