This is totally unacceptable, if there is a problem with a watch (that is not the fault of the customer) then the watch company should take full responsibility to make it right.
Definitely get a refund and I would never buy another one of their watches. There are plenty of other great options out there. Hope it all works out for you.
This account is verified. WatchCrunch has confirmed that this account is the authentic presence for this person or brand.