I am not surprised, either.
Firstly, hourly rate employees at discount centers have a very high turnover, even if it's a higher end place. There is little incentive to train them intensely when you know the odds are that they will leave and be replaced within a year. It stinks but it's just the way it is. You're simply not going to find 'professionals' at an outlet location. In fact, it's a 50/50 shot to get an industry professional at any dept store counter.
Secondly, watches are very specific. I'm GIA trained and have been in the diamond/metals/jewelry business for years and I am far, far from a watch expert. I know brands, I know basic movements, I know roundabout prices but I have limited expertise (and that's an understandment). When I buy watches, I go to an expert and I keep a watchmaker on staff so my customers have someone reliable on which to rely.
Watches fall under jewelry but IMO it's a whole different ballgame, really.
