Are they my diamonds?

I took my 22 year old engagement ring to American Swiss to be repaired as the band was getting a bit thin and sharp after year of wear and tear. I wanted to have the band sorted but I need a quote to see if it was viable to repair now. We took my ring into the Table Bay Mall store on the 31st Jan 2021. I received the quote on the 5th Feb 2021 which I had to reject as it was outside of my budget for this repair. I received a notification on the rejection and that the store would notify me once my ring was ready for collection. 2 weeks after that i had contacted customer service who had no idea where the ring was as they could not access the system to see where it had been sent, which in essence for me meant it could have been sent anywhere, and they had no idea when it would return. it took quite a few days to get that response. they recommended I call the store. I tried and the store checked and the ring had no been returned to them but the supplier was delivering that evening and they would check with him and give me feedback. I called again the next day and was informed it should arrive by Friday and they would call me once it had arrived at the store. I then received another SMS to accept or Reject the same quote which I had already reject 2 weeks before. Once again I reject it but it made me wonder what is happening to my diamond ring. 1-2 days after the 2nd rejection of the quote I received a call to say my ring is ready for Collection. I picked it up and when i asked why it took so long, no one could give me a reason and to make it worse they could test that my ring has diamonds in but not that is was the same quality and cut that I had sent to them 3 weeks before. All that could say is that it was sent to a reputable jeweler but for me if the head office can not see what is happening with repairs at store level that how safe is your jewelry with American Swiss. I can say after this I won't be going to any American Swiss Stores for any other things. The service and attitude was like they are doing you a favour. In the current economy I would think that service is key to repeat customers. I don't know who was not actual doing their job but the experience was not 1 I would want to repeat.