Procced with extreme caution!

To give you a time line of events; my association with CW Sellors (Jura Watches) started when my wife purchased a Tissot Sport watch from them as a Christmas gift for me.
The issue started when only just over a month of ownership and occasional use the watch a battery replacement was required. My wife contacted CW Sellors to explain the issue and to point out that the usual warranty booklet was missing from the box having never been present from new. It was agreed for the watch to be returned with all the original documentation and boxes so that the work could be affected and the book sourced.
Prior to returning the watch it was inspected for any visible damage of which there were no marks and also photographed the watch as we have seen done by Mallory of Bath when they return a watch for service, it was then returned safely packaged in its original box and suitably wrapped.
They acknowledged the correct receipt of the watch with NO ISSUES and sent back to Tissot for the work to be conducted under warranty.
Eventually we were notified that the watch had been returned with the warranty work completed.
Sadly this is where things get worse.
On opening the returned package it was immediately evident that at the 7 O’clock position there is a very visible indentation damage on the outer bezel and there is still no warranty book.
This was of concern as both my wife and I had seen the watch being packaged prior to return and also looking at the photos taken there is no sign of this damage.
Again we contacted CW Sellors to explain and the watch was again returned.
Following on from here we were again contacted to say that the damage had been noted when it was returned from Tissot but assumed already there even though they confirmed receipt without damage and we have a date stamped photo of the watch showing no damage immediately prior to its return.
As the issue had been going on for some time now with me having only had the watch for a very short time before the problems occurred, also the documentation was still incomplete without the warranty booklet plus the fact that we would end up with a watch that had been repaired internally and had visible damage to the case we asked that they refund the item.
The politeness stopped here!
At this juncture we were passed to a very rude employee. We tried to explain my concerns and validation for asking for a refund but was rudely talked over at every point with they repeatedly saying that they have a report from Tissot that the damage was there when they received it. We am shocked that companies still exist that are unable to discuss customer issues in a professional manner.
My point:
• The watch should not have failed in such a short time.
• The damage was not present when the watch was returned in its original packaging.
• The documentation is still incomplete without the international warranty booklet.
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We do not question that Tissot reported damage when they received it from Jura as it did occur at some point however the damage was not present when it was sent and not reported by Jura when they acknowledged receipt.
Again I would stress that it was a new watch that was purchased and after only having worn it maybe a 5 or 6 times they are now asking me to accept a damaged watch with internal repair (or replacement movement) that feels very second hand.
We have written to the company MD and he won’t even have the decency to reply instead I have been chasing them for over 6 months now and still they have my watch!
They are impossible to speak with as they don’t reply to emails.