Disgusting Customer service

I purchased a watch at Klines Canal walk pop up store on the 24th Dec 2015 as a gift. On 14Jan16 my mother had worn this watch for the 1st time to a hospital visit - as she reached for her purse in bag the watch fell off her wrist and thus the clip had suddenly just broken off. Sat 16Jan16 I then travel to canal walk to return this item Only to be told I cannot be refunded as the manager was not in store. I then instructed the sales person to contact the manager as I was not prepared to come back at another time due to personal reasons and preference! After 30min of no luck contacting 3 different telephone numbers to reach the store/regional manager & a filthy and rotten attitude from the store staff they then reluctantly sent a whatsapp to the manager of sorts and then once again proceeded to call a number and the issue was resolved or so I thought??? NO APOLOGIES FOR THE INCONVENIENCE BUT nonetheless As I had purchased the item via debit card I had to be refunded back into my card as I left the store I asked when will I receive my refund and why do I not receive a receipt for this??? \It will be in your account immediately she said-I am still waiting for my $$ No refund received?"