American swiss. Most useless repair service ever

I bought a gold necklace from American swiss. It broke not due to a manufacturer fault but due to it not being handled correctly. I took it in to American swiss store in Baywest Port Elizabeth on the 30 January 2024 to have it repaired. I was told that I would have a Quote for the repairs by the 5 February 2024. I was never contacted so I decided to give more time and waited till 8 February 2024 and called them myself to find out what was happening with the repairs I needed. I spoke to the sales person and she informed me she would check with the jeweler and come back to me with in an hour. It is now the 15 February 2024 and I am yet to get my quote or phone call back from the store. I have since relocated to Johannesburg and not sure of what to do about the situation.