Disgusted at their really bad service

My husband bought me a ring there the last week of 2019, just after we had to go have our beloved boxer dog put down. About two to 3 weeks into January 2020, the stone of the ring came out. I did not even wear the ring everyday. My husband took the ring back and the ladies on duty that day, at their Paarl Mall branch told him it's impossible for the stone to just fall out. I must have knocked it against something. I did not knock it against anything, it literally just fell out. They took the ring and said they will contact him. Up until today 11 March 2020 we have not heard anything back from them. We popped in there on Sunday and the same ladies was on duty, and they couldn't give us an answer as to why they haven't contacted us. They just said they waiting on someone to make a decision. They have had the ring for over a month. I sent them an email and I'm still waiting on a reply. This has really been the worst service I have received and is dumbfounded really at how nonchalant and careless they are. I'm disgusted!!!