NWJ Menly, awful costumer service

My partner bought my engagement ring from NWJ Menlyb middel December 2018 and we got engaged the 30th of December 2018. I had my ring for 4days and a stone from the band fell out. We took in on the 7th of January 2019 they told me I will get it back the next Monday. I phoned that Monday as I have not received word, only to be told that the person who needs to fix my ring will only we back from leave end of January (was not notified that he is on leave) so I will recieve it middel February.

Again is there only 1 person in the whole of NWJ head office who can replace a stone??

I got my ring back the 9th of Feb had it for 6 days when my main emerald stone fell out and I lost it. Took it back on the 16th of Feb and was told I will recieve a new ring and I will recieve a phone call on Wednesday the 20th of Feb to notify me when I can come and collect my ring. No call so I phoned only to be told again that no I will recieve a call Monday the 25th when I can collect my ring..... No phone call, Tuesday no call, Wednesday the 27th of Feb recieved a call only to be told again that my ring is going in to be fixed, but I was promised a new ring because my ring was faulty? To be told that I have to wait again till Friday as to if they can fix my faulty ring and if not then only can I recieve a new ring.

I've had my engagement ring a total of 15 days since getting engaged it has been at NWJ for 46 days and counting. As a newly engaged woman this is not something I want to experience, being told every time no we will fix it, no we will call you and yet no trouble has been made to rectify the situation.

Honestly I am fed up with all their excuses and not receiving the service being promised to me?? Absolutely pathetic!