Bad Customer Service on return of product

On 1 October 2016 my boyfriend bought me my first Pandora bracelet with dangle charm. On 20 August 2017 I took same to the Pandora shop in Edgars Kolonnade, as same has broken in half. the lady who helped me on that day informed me that same will be sent through to their head offices for repair thereof, which would take 4 - 6 weeks. Up to date, I did not receive my charm. I made various visits to Pandora Kolonnade, each time speaking to someone new there, who promises to follow up and get back to me, which is not happening. I then send an email to Pandora head office, which up to date is still unanswered. I then phoned Pandora head office myself, enquiring on the repair of this said charm. Nobody there is sure were my charm is at the moment, has same been repaired or what the status is. this was my first charm and is of high value to myself, which now is missing, as nobody knows where it currently is, or what has happened to same. this is the worst service I have ever experienced and would not have expected this type of service from Pandora.