STERNS TFG GROUP SPECIALIST not a real SPECIALIST

Purchased & paid for 4 watches from Sterns (TFG group) during Dec 2020 as gifts. Received 3 watches and Sterns reply from GAIL RAUBENHEIMER (Customer Care Specialist American Swiss/Sterns) was as soon as the 4th watch arrives in stock she would send it to Newcastle Branch for me to pick up. I would receive a refund in the meantime, but as soon as I pickup from Newcastle branch I would pay the refunded amount back to Sterns. This was agreed between both parties. It's been six months I have tried calling Gail and sending an email to her without any success. So much for a Specialist Customer Care. (You can only imagine the anxiety when you chose a gift of your liking and you are made to wait this long). I feel absolutely horrible for the receiver. Part of my correspondence below with Gail's reply via email:

***0 I will arrange to have the above watch sent to the Sterns Newcastle store. The online purchase will be refunded. The store will contact you as soon as the watch arrives in store. *** This process takes 3 – 5 working days. I await your response. With thanks Kind regards Gail GAIL RAUBENHEIMER Customer Care Specialist American Swiss/Sterns/Mat & May