Disappeared watch and substandard service

I have bought a police watch at TFG American swizz branch and it unfortunately stopped working,I then took it for repairs at their Thohoyandou Tavhani mall for repairs but never received a call to collect it ? Now after waiting for months and months I decided to follow up but the store didn't know where the watch was ? I then escalated and received a shocking call from their area Manager in Limpopo saying there's nothing they can do as the watch was sent to their DC because it's been at the store for 6 months? Not sure what coffee she had but this is not acceptable and it's her stores accountability to communicate with customers and manage the process , this means she as the area Manager is equally accountable to find a solution to the lack of service and ignorance of communication from her surbodinates. Sad to see this kind of service and attitude, remember we paid for the watch and it's our asset.Can I please get my watch back or my money back.