Luxury watch: huge disappointment and anger

On August 27th, I ordered a luxury watch for a total of around $11000 from the seller’s official website. The watch arrived, and I noticed the watch box was rattling inside the shipping package. When I opened the box, I discovered a watch with a broken lug (see pictures), so I returned it. The seller acknowledged receipt of the retuned watch on September 5^(th). Since then, for a month, I have waited patiently for my refund. The seller’s service department either doesn’t answer my email queries, or, when contacted by phone or chat, has evasive answers (“I assure you my team is working on this problem”). My jeweler thought the broken lug was a material defect that was bound to be recurring on this watch edition, but that is speculation. I can’t imagine the seller sending a defective watch without quality control, so something must have happened during shipping. Anyway, a watch, any watch, shouldn’t be that fragile.  The dilatory attitude of the seller’s service department is unfathomable. Overall, it was a terrible experience. Still waiting for this refund today. PS. This post will be amended or deleted when I am made whole.