Appalling service

<p>I had purchased a ring on the 22nd August 2016. On the afternoon of 23rd August 2016, the centre diamond had fallen out. I called the store on 24th August 2016 and advised the store manager about it. On the 25th August 2016, I received a call from the sales person and was told that the ring will have to go for a quality check which would take 3 weeks and I told her that, that is quite a long time and I need this to be resolved quicker. She called a few minutes later and advised me that they will assess the ring in store and I would not have to wait 3 weeks. I took the ring to the store on the 26th August 2016, after inspection, they offered to have the ring repaired or replaced and I stated that I want a refund. After stating that I want a refund, I was told that the ring now has to go in for a quality check which will take 3 weeks. I find this quiet unreasonable as I was told that a resolution will be made in store, and since I did not agree to their offer, I must now wait. I had sent an enquiry via the web on 29 August 2016, regarding this issue and received a call from the area manager, who clearly didn’t know much about the issue or didn’t understand what was written in my complaint. She doesn’t know that the ring was taken to the store, yet she said she had spoken to the manager wrt this issue. She wasn’t aware that after the manager assessing the ring, she had told me that it will be replaced (which was clearly stated on my complaint). She states that the ring needs to go to the head office for it to be assessed. When I had asked her for an average lead time, she told me she cannot give me a lead time, which is ridiculous.</p>