Poor quality item received and bad customer service from online Eldorado jewellers

Im writing this review with absolute disgust in dealing with the online jewellers Eldorado,being a regular customer always supporting them never have i imagined il get such poor service from them,2weeks before the year can end i purchased a 9ct gold chain from them which was R5000 everything went well the chain was delivered ,within 2weeks the clamp of the chain opend up but no links was broken u can clearly see the clamp opend up tht was holding the 1st link together so i contacted the lady who i purchased online with and she asked for pics upon pics to send to her boss ,there after she told me he cant do anything about it cause the chain was pulled within 2weeks it opend up, without collecting the chain and accessing it he just gave his verdict that we pulled the chain ,but the links was not cut yet he assumed we pulled it .i asked numerous times to speak to the manager or owner direct to deal with the complain i was refused because he Apparantly doesnt have a phone number to call he doesn't deal direct with the client after much arguing and messages being sent back and forth i was told they can fix it for me at my own cost ,something wich was made bad quality for R5000 i must fix and it didn't last 2weeks so after that they said they wil contact me on the 16th of jan when they suppliers open up to give me feedback to pick up the chain at my cost and have it accessed,i am absolutely angry and upset because of the pathetic customer service iv received the owner or manager never took it upon themselves to deal with me direct and sort out my problem the only thing iv been told they cant do anything about it ,please people think twice about dealing with certain stores online cause when it comes to complains they dont want to bother helping us .all they care about is taken our money even if we receive poor quality items they cant be botherd long as our money is good for them.