Treger Brands group (Brand Avenue) Poor service

I purchased my police watch some time in January 2019 and in February 2019 I noticed that the date counter was not working, I then returned it to the store in February and a tall slim lady who was on duty that day informed me that “these things happen” she took my watch to back office and returned saying it’s “sorted” a few months after that I noticed that time on the watch was always delayed I then returned this watch to brand avenue on 23rd August 2019 because it was defective and showing incorrect time which is unacceptable, the manager on site apologised and promised me a replacement watch as she was aware that her staff had not followed process, she promised me a new watch by the end of the following week, 02 September 2019 the store manager of brand avenue calls to inform me that the new watch is ready for collection, on my arrival I am told that new watch is here but however they cannot give me new straps as it forms part of the wear and tear policy, which is the first time I am hearing about this, the lady assistant manager (the manager had left early 4pm) attached the straps but upon my investigation I discover that the “new” watch has scratches on it and also in poor condition the “assistant manager” insisted on using a regular cloth to remove deeply set scratches, and even after this process the watch still had scratches verified by the assistant herself and the instore security guard I have been without my watch for several weeks now and no one seems concerned with resolving this matter. My number one concern is the way business is handled at the store and the complete disregard for the customer satisfaction rules seem to made up as they go along.