Citizen Watch Company of America review: Awful repair service

I received a Citizen watch as a gift, and managed to scratch the aluminum bezel and the crystal with the plastic zipper on my coat pocket. This is apparently not covered by the warranty, and Citizen doesn't accept returns, so I sent it in to them for service. After over 2 months of waiting, it was returned to me, unrepaired, with no explanation.

I called their customer service and they said they couldn't help me, so I asked to speak to their supervisor. The customer service agent said that they'd have their supervisor call me within 48 hours and then hung up on me. 2 days later I called again and had the same conversation with a very condescending lady, and the supervisor finally called me the following morning. Said supervisor told me that they would repair the watch, but I would have to pay them again, and they couldn't start working on it for 2 weeks because of a very conveniently-timed "system migration." I asked if they could just send me the replacement part, but was told that that part could only be replaced by their service center (this is a very obvious lie, the part is available for purchase on their website, I just don't want to pay for it twice). I then asked to speak to their supervisor and got hung up on.

I did get a follow-up email, but when I tried to reply to it I found that my email had been blocked. I then talked to the person who bought me the watch and asked them to start a return, but when she called their corporate office, she was given the same "my supervisor will call you in 48 hours" crap, never got a call back, and was insulted over the phone the next time she called.