American Swiss bad customer service from Rinah Mothiba in Kollonade Store

I am very dissapointed about the service I received from American Swiss store in Kollonade. At the store we were assisted by Rinah Mothiba. A week ago we went to the store to return a ring that we bought which was small. We were told that the ring could only be resized two sizes bigger due to the detail on the sides. So we selected a new ring which was also small and requested the ring be ordered as a special order. We were told that an email would be sent to the supplier to confirm if they will be able to make the ring in the requested size and the response would take 5 days. We received a call on the 6th day to come to the store and because I was out of town my fiance then went to the store. He had to return the ring we bought and the refund would be a deposit for the special order. Upon my arrival home i saw that the new receipt was hand written and the refund was showing as an account payment and the receipt also showed a credit availble balance. I did not understand why the receipt was hand written and also we do not hold any accounts at American Swiss or their partners. I therefore went to enquire at the store so i could understand the hand written receipt. Upon arrival at the store we were told that Rinah Mothiba was out and would be back in 3-4 minutes. We waited for about 15 minutes only to find out that Rinah was actually at the back office the whole time. Rinah then walked out the back bare footed and asked how she could assist. I explained to her that I do not understand why the receipt was hand written and also showed an account payment and not a refund. Rinah then responded with an attitude and said she had explained to my fiance who also did not undrstand. I then asked Rinah to please explain to me as he could not explain it and also asked Rinah to please speak in English as maybe there is a language barrier. Rinah continued to speak in her home language even after I had asked us to communicate in english. I further explained that I expected to see the new ring price as well as the refund or deposit of the previous ring and the balance of the amount outstanding on the receipt and not hand written in pen. Rinah failed to explain to us the process that she needed to follow in order to process the special order and why the refund was showing as an account payment. The reference was also written in pen on the receipt. After all the time spent in the store we still did not get an explaination. I believe American Swiss is a well established store with appropriate procedures and systems which will not result in their customers receiving hand written receipts. I am very dissapointed in the service that we received from Rinah and would not recommend the American Swiss to any of my family, frends and people in my circles. American Swiss is a jewellery store that we grew up knowing to be the best from our parents and provided good quality and good customer service. This process of getting my engagement ring has been a nightmare.