unacceptable service

In November 2014 my wife purchased a Fossil watch as a birthday gift for me from Truworths Gateway, about a year later, the minute hand became loose , she took it back to Truworths Gateway. It went in for repairs and almost 2 months later she collected it from the store. After about a month’s use, the minute hand became loose again. My wife and I took it back to the store and I insisted that the watch be replaced with the exact same model as it was a birthday gift. I spoke to Kugen as he was the manager on duty at the time. I did advise Kugen atleast 3 times that I don’t want my money back, all I wanted was for the watch to be replaced with the exact same watch. My wife and I saw the exact watch in the watch counter. He advised that he will have to call the head office as it was a Saturday and he will have feedback for me on Monday. No one called me from the store to give me feedback. After a few phone calls a few days later, I spoke to Thandela who advised me that he will handle my query. Thandela did call me few days later and advised that he will request a credit note from his head office. I did advise him that I saw the exact same watch on display and I wanted that specific watch. Thandela later advised me that it was the last watch and he will put the watch in the safe and as soon as the credit note was done, I could come collect the watch. A few days later I get a call from Shantel. She advised that the credit note was done and that I could come in store and collect the watch. Today the 23rd April after 3 since I handed the broken watch in, I go to Truworths Gateway with my family expecting to fetch the exact replacement as initially agreed. When I get to the store, the guy at the watch counter remembered me and got the replacement watch from the safe. When I looked at the replacement watch, It wasn’t the exact replacement. By this time I am already upset as I am with my family and I have an 18 month old baby who is getting crabby. I asked the guy at the watch counter to call Thandela. He advised that he can’t find him and calls another supervisor instead. He tells me that Thandela is gone to lunch and unable to get hold of him. I ask for someone to call him on his cell and I get told that they don’t have his cell number. After 45 minutes of waiting at the watch counter, I was told I should come back in an hour as Thandela lunch is an hour. I eventually agree. I come back an hour later and the staff can’t find Thandela. They page for him, he calls the watch counter back and says he is busy and he will be with me soon. Another 20 minutes of waiting, by my wife is sitting in the shoe isle and my baby is asleep. Eventually Thandela pitches up and asks me whats the problem. I told him, I came to fetch my watch but it is a different watch that’s in the safe to what we agreed on. Thandela was surprised and asks to see the watch in the safe. I showed Thandela a picture of my original watch. Now Thandela tells me that he told me over the phone when he called me that he has a similar watch. This is not true as this was a birthday gift and I wanted the exact same replacement, which I mentioned to him before. I told Thandela not to call me a **** and asked for him to get the call recording to prove that he has said that to me. He tells me that he does not have call recordings. By this time Thandela and myself were quiet upset. He advised me that he said he will get me a credit note and he did and there’s nothing he can do. I advised Thandela that I want the exact replacement and that he advised me that he has the exact replacement in the safe, If I had known it was a different watch, I would have not accepted a credit note as it would have been pointless as I would have not been able to replace the watch. He said no and if I don’t take the credit note there is nothing he can do. Thandela is a **** as I have never agreed to accept a different watch. If you have access to get the call recordings, please get the recordings made to my number and you will be able to confirm that that was never mentioned to me. I did advise Thandela that the Fossil store in gateway has the exact same replacement as I saw it there while I was waiting for him to come back from his lunch break. Thandela was rude, arrogant and has no understanding of what customer service is. Kugen was the 1st person I spoke to on the day that I dropped of the broken watch and he assured me that he will have feedback for me on the Monday and to date Kugen has not called me once. The watch was in for almost 2 months when it first broke and its now another 3 weeks that I’m without a watch again. The service from the Truwoths Gateway store is disappointing. Hoping this matter gets resolved soon. Regards