Poor after sale service

I am extremely disappointed in the service of Browns Jewellers. My husband bought me a sapphire ring about 14 years ago ( I think it was in Nelspruit, Riverside mall), for our 10 year anniversary but unfortunately it seems their records doesn’t go back that far? One of the clamps began to give way/disintegrate and we took it to Brooklyn branch, Brooklyn mall (around 6 years ago) to be repaired. It was repaired however subsequently some of the small diamonds began to fall out over a period of time. Whilst procuring a eternity ring from Browns earlier, the repair of the sapphire ring was discussed with Magnus, who verbally confirmed that it looked like a Browns design. We have been living in the Middle East for 6 years. We explained to him that we took it back to Brooklyn Browns some years ago. He also confirmed there is a job card at Brooklyn for the repairs that was done at the time. He also gave me a quotation for the repairs. Few days later he phoned me saying Browns declined the ring because it is not a Browns ring! How can this be?