Upset customer

Hi on the 13th of December my expire date passed I advised them was out of Durban and that I would tried my best to come that day I tried calling just before closing I was not transfered to the department unfortunately I ended up in hospital and I only managed to call them today and advised if I can maybe come in today I'm even willing to pay double price for my ring they advised me that they melt gold they dont resell gold I dont think that is fair they dont state that they melt gold this should be told to customers when they leave such goods I need someone to advise look into because its really not fair because they state your goods are resold please need help