Hi there I recently purchased a tag heuer aquaracer watch from your cribbs causeway Bristol branch, which when purchased I had a brilliant experience. Since purchasing I have worn the watch once very briefly, but other than that it has remained in its box. Yesterday on the 14th November 2021 I decided I was going to wear the watch for the day and noticed that the date hadn't been moving although it was still reading the time. With it being a new watch I decided to drive into your store and have it looked at. On arrival I passed the watch to a member of your team who I believe was named Victoria, who then proceeded to work on the watch for 5-10 minutes whilst I watched over my children. It's worth noting that when dropped off to you the watch was in its box and not being worn by myself. Once she had finished she returned the watch to me and i wore it out of the store, had some lunch and returned home. Once I got home and sat down with my husband he almost immediately noticed three scratches on the bracelet and up the side of the main casing. Having barely worn the watch and knowing it's condition and how well it has been looked after I immediately returned to your store which is a 30 minute trip each way. On arrival I explained the situation to a member of staff who then handed the watch to Victoria I then said I wasn't directly blaming her but the facts were that the watch was handed over in perfect condition and then subsequently returned in what appears to be a damaged condition. She then took the watch and checked it over immediately saying it wasn't her and that there's nothing she could do. I love the watch and want to keep it but i was simply asking if the scratches could be polished out and if not then it would need to be replaced or refunded, she then said they could repair the watch but I will have to pay. I then asked her to check the CCTV to find out exactly how the watch had been treated. At this point I was rather aggressively told to leave, she slammed the lid on the watch Box and shoved it towards me telling me to leave or she will call Security, repeating this twice. As I was leaving she also bizarrely told me to go and try to sell my watch somewhere else as they are not taking it, which I just really couldn't understand. I am Thai not English and my husband has written this complaint for me but as you can appreciate this remark was rather confusing as all I had asked for was the damage to be repaired as this is my preferred option as i live the watch and want to keep it. After such a great initial experience purchasing the watch to then be made to feel like a criminal was quite upsetting. Off the back of my visit I went straight to an independent local jeweler who inspected the watch and says the scratches are deep enough to the point where it looks like someone has scratched it with a tool, possibly whilst trying to release the crown? I understand how these things can happen and watches can be easily scratched but as you would see if you inspected the watch, there are absolutely no signs of fair wear and tear on the watch except for three deep scratches which logically just makes no sense. The very least I would of expected was some kind of compromise but there was no acceptance of even the possibility of an accident on her behalf and then on the top of that i was threatened to leave or Security would be called. Anything you can do to help me would be hugely appreciated. Kind regards Kittiya Oxenham