Birthday ruined by Browns

My husband approached Browns a month before my birthday and asked for a duplicate of a piece of jewellery which Browns had originally sold us. Browns were asked to look on the records for the details of the original piece and merely provide an exact duplicate of the same piece. A quote was given by Browns and accepted. My husband went to view the piece and asked for engraving. Upon going to fetch it he was told the piece would be R500 more than the quote due to the price of diamonds increasing over the month of August. Is a quote not a quote? Then my husband was offered a non-engraved piece for the original quoted price. Why not say the engraving cost R500? My husband took the non-engraved piece. The jewellery was given to me as a birthday present and lo and behold it was not identical to the original piece. We contacted Browns and the manager of the store looked at the system and indicated that yes, she could see the pieces were different. The correct piece was then ordered. I then went to view the correct piece and it is now correct except upon receiving the valuation certificate the clarity is not correct. I am now told that I need to wait "about a month" for the next delivery to see if "maybe" they can make up a new piece of jewellery for me to match the current piece I have. My choices are either I wait for "about a month" no specific date given, or I accept the current "non-identical" piece. It is now the 9th of October... My husband approached Browns at the beginning of August. My birthday was the 1st of September... And there is no end in sight. On top of this I have had service from "THE WORST" sales assistant ever who felt it appropriate to bad mouth me over the phone to her manager when I asked to speak to her manager because she didn't know what she was talking about. After being an extremely loyal customer to Browns, and having purchased many pieces of jewellery from them I must confess I don't think we'll be back after this is resolved. 1. Why did the sales assistant not check the records and order the correct piece up front as requested? 2. Why did no-one check the valuation certificate on the second piece to ensure it was identical as I had requested? 3. Sales assistance bad mouthing customers over the phone when the customer realises the sales assistant doesn't know what she is talking about. 4.. No end in sight unless I accept an inferior product. Not a happy customer at all.