NO RING AFTER THEIR TURN AROUND TIME

My Fianc? got me a engagement ring on the 14th of February and on the 15 of Feb we took it in for re-sizing as it was too big we were then told it would take up to 6 weeks for it to return as they won't re-size it but there will be an exchange of the big ring for the new sized ring. i had to call in three weeks ago myself to find out what's going on with my ring and the lady was so rude but i let it slide then almost 10 weeks later the ring is still not back and no feedback has been provided...this kind of service cannot be accepted especially from such a trusted jewellery store's mean how long can it take to ship a ring from where ever they said they are shipping it from...i need an explanation those ladies in that store know nothing about customer service.i want my ring or an explanation