Poor service, Poor quality

On the 15 June 2025, I bought a watch for fathers day at Truworths Kimberley, in Phakamile Mabija. It was on a Sunday. The was watch was okay. On Tuesday when my husband tried to put on the watch but it broke. I took it watch back on Wednesday, I explained to the Manager I was speaking to what happened but she insisted that for the watch to break like that, it must have been done on purpose which doesn't even make sense because my husband wanted the same watch again. So why would he purposely break a watch and want the exact same one. They took the watch and said they will call back when the area Manager arrives, which was on Thursday. They also said they won't be able to refund the watch because there was a missing piece which held the watch together. Luckily I found that piece and sent it with my daughter, when she got there, the same floor manager explained to her that I said I do not want that watch because it's expensive which is not what I said. She said I said that I bought the watch broken which again is not true because the cashier that gave us the watch opened it first and the watch was good. It broke as my husband was putting it on his hand. Then she said to my daughter that there still won't be a refund or exchange because the watch was scratched which was something that we weren't even aware off. My daughter asked to see other new watches in the store and all men chain watches are a bit scratched which says alot about the quality of the watches. We were then told again that the area manager will decide and we would be called back. But nothing yet. I'm disappointed at the service floor manager, Ishe doesn't really give a chance to for one to talk and insists that things happened the way she says they did and quality of truworths chain watches, very disappointing, I expected alot better. I'm hoping this complaint finds the attention of someone who can better handle this matter.