BAD SERVICE and BAD quality when you shop online

I have ordered a Nomination bracelet and link last week for my Mother for her Birthday this week.

When I received the link and bracelet this week the Dec Birthstone link I received was so badly damaged with BLACK scratches I cannot get out and looks as if it has been used for years very roughly , also the actual Birthstone is clear (doesnt have any colour) as the website it should be blue.

It looks like they gave me a second hand link that is very much damaged. The worst part is I have sent a mail to client service and they ignore my request as they do reply to my mail but only to let me know my order has been delivered and ignore my request for placement.

I have called their client service num the last 2 days 8 times now with now awnser it just rings. I have paid already and received such bad quality - the amount you pay for nomination is expensive as you k=thin you will be getting good quality stock , but them this happens with no resolution. How am I suppose to give my mother this????????