Messing up christmas gift and refuse to rectify

I bought a sterling silver name pendant for my wife for Christmas. When we went to collect our order we were not happy about the length of the chain. Spend another R300 on a new chain and send it back for fitment. Went to collect a week later just to find that the new chain we bought were now just as short as the previous one with the two pieces that was cut off in a little bag. After complaining to the staff about our problem that we did not want the chain to be made shorter, we were advised to pay another R400 to rectify the mistake. which was not our mistake from the start. The staff at mall@carnival was so unhelpful that I decided to close my 18 year account with them. Thank you American Swiss for your terrible service!!!