Hour Time Square Watch Repair

I dropped off my Guess watch to be have a battery replaced. When I picked up my watch, the product was not the same as when I dropped it off.On Tuesday, 5 April 2016, I took my watch, a Guess Watch model #U0067G4 to Hour Time Square to have the battery replaced. The employees at the store were unable to fix it on the spot and advised me they would need to wait for the owners to fix it the next day. On April 11, 2016, I went to pick up my watch and the store attendant told me they broke my watch during the process but put it back together with a different piece. The piece they put on the watch is a different color and does not reflect the condition of the watch when I dropped it off. The store attendant told me if I wish to speak with the owner regarding this matter, I would need to call or come by the store between 10am and 1pm. On Tuesday April 4, 2016 I called and spoke with a women who stated she was the owner. I explained to her the situation and she stated that the watch was fixed. I told her the watch was not fixed and delivered back to me in a condition that was not acceptable. I told her my desire is for her to replace the watch if they cannot return the watch to its original condition. She said she was not going to replace the watch.Desired SettlementBecause the watch was returned to me in a condition in which it was not dropped off, I wish to have my watch replaced with a new watch.Business Response On Tuesday, April 12, this customer called regarding his watch, stating over & over that we had returned his watch to him BROKEN. I tried to talk to him about our options here in fixing his stem & crown which we assumed we broke even though we don't know that to be a fact. We did, however, fix it but are not able to get brown color crowns. We used the closest thing which was black. Had we not told him that we had to fix it he may never have noticed. But we told him because we are honest with our customers. He went on to rant & rave about how all my customers must hate me and that there are all kinds of negative reviews on line about our business. Having been in our area for over 18 years I did take offense at this and told him so. The conversation did not seem headed in any direction of resolution because he was threatening small claims court among other things and demanding a new watch. Then he hung up before I could even offer to contact the company that made the watch to see if they had parts to fix it. They do have the parts because I did call them. My offer to him is to bring the watch back to me and I will send it to them so they can put the factory stem & crown back on.Consumer Response The staff openly admitted to breaking the watch when trying to fix it so their claim they were not sure if the watch was broken is totally false. Further, the company had plenty of time to do the right thing which would have been to call the manufacturer to begin with to receive the replacement parts prior to returning the watch to me in a different state in which I gave it to them. I will not bring my watch back to the business to have them attempt to fix it again. Moreover, I do not want to conduct business with people who will only take the appropriate action once a claim has been filed. Final Business Response Both employees that were working that afternoon told me the customer would be back the next day to pick up his watch, not almost a week later. The reason I stated we weren't positive we broke the stem & crown is because setting the watch is the last thing we do when changing a battery. That was the point they noticed the problem. If he was coming back the very next day, as he stated, the crown we put on was the best option at that time. That's why I told them to point out to him what we did.This whole thing can be resolved, and his watch restored to it's original condition as he stated was his desire in his first complaint, if he brings it back & I can send it in to Guess, the company that made his watch. I offered to do this in my first response and am still ready & willing to do it.