Give better service to your clients

I bought a ring at nwj and it was to big for me and then took it to their tygervalley branch to have it sized.They we’re very helpful at the time and when I received it the ring was still not fitting as I would want it too and a few weeks after that a diamond fell out and then another and then suddenly the back of the ring just snapped and broke.it was covid and never bothered to take it back and when I did I was told that they have to send the ring away to be assessed and get back to me.I told the lady at the canal walk branch that I’m concerned that the same thing will happen because I think this happened cos of the sizing.I then received a email saying that the ring is gna cost me money to fix and they not gna fix it so it’s been nearly 2 months and no one contacted me again and the ring is still in their possession.I feel disgusted in their service and quality because it’s a lot of money and I would like my money back or exchange and expect some sort of communication