Difficulty getting replacement of faulty Apple watch

[Nanceclance]

I bought Apple watch, it was faulty so rang Sky to be advised of nearest apple shop and to take it there. On my day off i did this to be told the shop sells Apple but is not owned by them. 
rang Sky who sent a prepaid envelope out 3 weeks ago ( fyi still during cooling off period) sent it straight to them; since then I have rang several times but they keep sating its with another company and cant give me a date for the replacement and despite this occurring within cooling period they wont let me cancel the contract and they are still charging me. 
including my other services with them i pay over £120 a month on time every month for last 2 year, im so annoyed. I have submitted 2 complaints online snd have not had a response 

[caesarome]

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@Nanceclance wrote:

I have submitted 2 complaints online snd have not had a response 

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You need to give things time now as Sky has up to 8 weeks to respond to you because if you have given enough information it will need to be investigated so this is what happens next:

https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/