American Swiss Rosebank-the worst service ever!

I purchased and engagement ring for my wife to be on 21 Nov 2019 from American Swisss Rosebank. A month later had to take the ring for repair under warranty as two diamonds came off. Tumi, the store manager at the time was incredibly helpful. Got the ring back Mid January. However mid-March another diamond came off. So I visited the Rosebank Store again on Friday 20th March 2020 to drop off the ring for repair. Unfortunately, there is now a new store manager, Matseka. What an abnoxious human being.

The moment I tried to explain that that diamonds seem to come off despite my wife working in an office and taking the ring off each time she has to do any physical work, Matseka berated me, the customer, for not checking the quality of the ring when spending so much money. This turned into a full blown shouting match in the store as i could not understand how i, a customer, is wrong for not knowing in advance that a ring will be prone to problems. I told her I was not an expert, I am not a jeweller. She shouted back at me, accusing me being reckless for not checking the quality of the ring. Is this what American Swiss tells its customers? That was totally disgusting. As if that was not enough, Matseka went on to condescendingly ask my wife if she even knew what white gold is! She disrespected my wife to the extent that my wife cried. How do your staff make a customer cry and that is acceptable. My wife did not want to leave the ring anymore however I begged her to, because i want to make sure she get the apology she deserves!. We had already selected a wedding band to go with the engagement ring, but now my wife doesn't want anything to do with American Swiss, ever.