Fossil Sports Watch quality and service from Watch Republic

I've bought a Fossil Sport watch in August 2020. The Lug end came loose while walking in December 2020 (the watch was only 4 months old). It is not supposed to come loose so easily. I've send a mail through to the accounts department on the 8th of January, with the invoice and pictures of the watch. They directed my mail to reception. The person at reception asked for my adress and said that she arranged for a courier to pick up the watch for assesment. I've followed up numorous times after that, it is now the 1st of Feb (almost a month later), and my watch has still not been picked up. Every time the response is that they will follow up with the couriers. I am un happy with the service and quality from the Watch Republic.