Terrible customer service

On the 20th of September my engagement ring was damaged – no idea how because I never wash dishes or do anything that may damage it whilst wearing it. We unfortunately lost the purchase slip but had the transaction date and amount due to it being purchased on account. We visited American Swiss in Fourways mall and they informed us that they would need to contact the Witbank branch for a slip and promised to get back to us, which they never did I had to call and follow up to check (to add to this experience the staff was giggling and chatting in the background which is actually unprofessional) – when they checked they found that it was already in their inbox – I asked Bridgette their closing time to ensure my fiancé took it before then – she then added a comment that I shouldn’t strain him and let him bring it the next day ( I Don’t mind her comment but they truly sounded like they did not want to work). He took the ring and it was booked in on the 21st of September. I work in retail and know we strive to assist our customers and exceed their expectations and yes maybe this caused me to be extra needy. American Swiss promised us the ring would be repaired/replaced within 5 – 7 working days and they would let us know if they are repairing it or replacing it. Thursday arrived and we did not get any feedback so I decided to call them to follow up – they then said the ring is not with them anymore it was sent to the jeweller which is fine but still not answering my question they then said by Tuesday it should be ready (me obviously thinking wow this is great) Tuesday came I called again only to hear no it will be done by Friday, Friday came I called again and this time speaking to Pinky (the manager apparently) she kept me on hold to find out what the status of the repair was and returned to say it was still with the repairer and that we should wait for an SMS to notify us (still no answer about the rings status) I asked for a complaint number and she told me that there is not a complaint line sorry. So, I went and googled it and logged a complaint keep in mind that we were on the 1 of Oct already a gentlemen called me to try and rectify the issue and promised to contact me Today 4 Oct and once again no call I had to call again. The ring was on its’s way and when it arrived my fiancé was notified via SMS the first promise they actually kept. When he reached the store, he spoke to Pinky who continued with her attitude of asking was it him complaining, come on is this how you resolve a complaint? She then told him his complaint does not meet the requirements because it was booked on the 23rd - acting as if the slip said 23 September forgetting we received an SMS when it was booked. So not only does she have poor customer service she is also dishonest to cover her own behind. The ring was returned today and the repair work can definitely be seen. The store also noted there is not warranty on the repair which tells me the jeweller has absolutely no faith in his workmanship, he knows it’s going to break again. Yes this was not the most expensive ring there is but I would expect American Swiss to sell quality products? The complaint is not only based on the repair process but mainly based on poor customer service,false promises and terrible telephone etiquette. This complaint has still not been dealt with.