Inefficient After Sales Service!

I had purchased a bracelet for my wife for our anniversary after being informed by the in store staff that resizing could be done. Upon giving her the bracelet and taking such to the Gateway branch I was told that this was not possible to my shock and horror. Now I had a bracelet that was useless and no present for our anniversary. I then took such to the Pavilion branch who advised it could be done and would be resized within a week. My anniversary has passed and nothing has been done. We had to contact them this morning to see what progress had been made and again to my surprise there was a bill attached to the resizing to the tune of 20% of the purchase price! How is it that jewellery sold by these stores, that obviously is not one size fits all, has a resizing fee that high attached?! I would appreciate if someone in management contacted me to inform me if this is standard procedure or just terrible service at the store?