Terrible service on an Escalation

I received a watch as a gift, After wearing it a few months the stones came off and Jammed the needles so it stopped working. Took it back to the store they took months and finally repaired it. Again after wearing a short while the same thing happens. Reported it to Treger Brands, and the consultant Charlene van wyk, tells me to take it to the store and mark it for her attention. I have been back and forth with no feedback, Charelene instead of liasing with the store makes me call the store and pass info to her, says she deals with the store directly not the customers, I beg to differ, She is making me the client liase with the store and they are waiting for her,What nonsense. I want this inferior quality watched replaced with one without stones. ASAP.