Bad service. No care for customers

My boyfriend bought me a promise ring from American swiss. The crown broke after only 2 months. I was within the warranty period so I took it in for fixing. My ring came back worse off than when I took it to get fixed. 2 of the diamonds are loose and the crown is still not fixed. I asked them to fix it because they essentially broke it even more. The sales associate said they would but I would have to pay- it's their policy. I don't understand why I am paying for a mistake made by someone. It was disheartening because it's a very special ring to both me and my boyfriend. I emailed customer service 2 weeks ago asking for assistance on this matter and still nothing. I asked the sales associate to speak to the manager so I could sort this out but she said there is no manager or anyone i can email to sort this issue out. No care in hearing out the customers. Would never recommend to anyone!