Poor quality products and services

<p>The 24th of September was our 17th wedding anniversary. My husband purchased a white gold and tanzanite ring, on the 23rd of September and surprised me with the ring on the morning of our anniversary.</p> <p>Barely a week later, while dressing my daughter on our bed, the ring got caught on the bed sheet. I carried on dressing my daughter. When I was done dressing her, I wanted to make up the bed and noticed something black on the other side of the bed. I thought it was a spider and went to that side of the bed to have a closer look. I discovered that it was the tanzanite stone. I then looked at my ring and realized that it had fallen out of my ring.</p> <p>I was busy that week and only had an opportunity to take the ring in on the 6th of October. I advised the sales person that assisted me that the ring was new and that I had the ring for just over a week. I told her that I was not happy that something like this can happen to a new ring. She asked me if I hooked the ring, I responded that I'd hooked it on the bed sheet. I also showed her that I was able to move one of the other claws with my finger and that I was not happy with the quality of the ring.</p> <p>I received a call last week Wednesday, 19 October, from Lungile at Galaxy in Cresta. She advised me that I need to pay R560 to have the ring repaired. I told her that I was not happy with that. I told her that I should not have to pay for the repairs of the ring as the problem<br />was with the quality of the ring and if not, I no longer wanted the ring and and I wanted my money back. She advised me that she would speak or send an email to someone and that she would get back to me.</p> <p>I gave her some time to follow up and contacted her on Wednesday 26 October to follow up. She then searched for the email and advised me that the area manager, I think, had said that I need only pay half the amount. She said the the area manager had seen the photos of the ring and the ring had been bumped and damaged by me. I then asked to see the photos of how I had damaged the ring. She told me she cannot forward the photos to me, I need to come to the store or I could contacted Sheila on ********** .</p> <p>I contacted Sheila and got her voicemail. I left a message for her to contact me. A few minutes later I called again and got through to her. She said that she had spoken to someone from Galaxy Cresta who told her that I want the photos and the reason why I need to pay and that I wanted to give her my email address. I advised her that that is correct, but more than anything I wanted to see the photos because I cannot understand that a ring can be so badly damaged in a week and three days. She told me that she has other customer queries and calls that she needs to attend to, but she would email it to me before close of business. I called Sheila again at 15:30, to follow up. She told me she has the photos and she was drafting her response to me and that as she had told me earlier, I would receive her email by close of business. I told her for now I'm not too concerned with the response and that she should please forward me the photos, without the explanation, in the interim. By 16:15 I had still not received the photos and when I tried to call her again, I was advised that she was busy. I have still not received the photos or explanation as promised.</p> <p>Is this how you treat your customers? Is it unreasonable of me to expect Galaxy to fix my ring without having to pay. I have my wedding ring for 17 years. Yes there are a few scratches, but my diamonds have never fallen out and I haven't had any problems with it. So I don't expect a perfectly new ring to fall apart after getting hooked on a bed sheet. I am terribly disappointed with the lack of service and the total disregard for me as a customer and to be told that I damaged the ring. I suppose it's easier to blame the customer than to acknowledge poor product quality.</p> <p>Please help or advise, because I am at my wits end.</p>