NWJ not up to standard anymore

I am extremely disappointed with the service I received from NWJ Shelly Beach. My family and I have always purchased jewellery for birthdays and Christmas from this store that even the previous manager and deputy manager knew us so well. 2-3 years ago I purchased a men's silver chain and cross pendant from the store. Unfortunately the clasp on the pendant came apart and I took it back to the store for fixing. They soldered the broken clasp together and sent it back which I had to pay for. Last month the same clasp at the soldered part broke again. I took it back to the store and expressed my unhappiness with the employee and told her I did not want them to fix it again like they did the last time cause it will break again (Is it the quality of your products or the workmanship that is degrading?) The employee spoke to the manageress who informed me that they can replace the clasp with a different type of one so not to give me the same problem again, so I agreed and agreed to pay for the repairs again. A month later the store calls me to inform me the pendant is back. I go to collect the pendant and am totally irritated at the fact they did the exact same thing I asked them not to do. While complaining to the employee who was assisting me, the manageress comes over and interjects. She informs me that the pendant was fixed and clasp not replaced, maybe cause it didnt look nice, or maybe cause pendants sldont normally have the other clasp we asked for, totally forgetting she is the one who suggested the different clasp. There was no note on the repairs slip as to why the repairs weren't carried out as instructed. The manageress said she could send it back to see what they would say but to wait another month was now beyond my irritated level. And to add to my already angered levels, I had to pay for the repair even though it wasnt what I wanted. The same thing is going to happrn again and I will NOT pay for the repairs!! I am to totally shocked at the lack of customer service and communication from NWJs workshop as well as the Shelly Beach store, and the lack of interest from the manageress. Previously NWJ would go out of their way to ensure excellent customer service, not anymore.