Complaint for pinecrest branch

Hi Truworths, I received bad service at your pinecrest store in Durban, I have this very poor quality watch by hallmark that I would urgently like to return, I was at your store by 16:48 and only left now at 17:40, I must say I’m so very unhappy with the level of service I’ve recieved, the area manager Shamain did not care about my complaint, so can you please ascalate my complain to someone higher, customer service line is the worst, they did not even respond to me but they only asked to speak to the staff member Zama, after I called them with my own airtime, after that, Zama disappeared for sometime, almost 12 minutes, left me standing in the counter, afterward she came and told me she was calling her area manager as she is the one who can give a decision, 5 minutes later the manager Shabar, comes and tell me they won’t be able to assist as per area manager decision, I said I would like to speak with the area manager and I waited and waited, and they came and told me they can’t reach her as she is in a meeting, I mean come on, how did they get hold of her at the first place ? I’m so unhappy, can I please be assisted in this regard, I would like to be refunded. This watch is very poor quality. You urgent assistance will ne highly appreciated. Regards Lwazi