Bad service experience store at store level & call center

On the 3rd August I went into Sterns Table Bay with a pair of 9ct earrings my husband bought for me on the 23rd of December 2022 for the same store . I was assisted by the store manager , who was at the time very friendly and was willing to go the extra mile for me to help with the earrings which were discoloring ( turning black ) . I had my proof of purchase because the item was listed on our insurance as valuable . Store manager inspected the proof of purchase – she informed me the best solution would be to book in the earrings for a repair (RE***) . I told her I kept the earrings in its original box as I do with all my other 9ct jewelry . I was then informed that the earrings were not 9ct earrings, they were only 5ct earrings , should not have been kept in a closed box and would need regular cleaning with a jewelry cloth which was not told to my husband on the day of purchase by the sales consultant . I told the store manager I was not happy that this information was not given to my husband on the day of purchase and this is false advertising because it was said the item is gold but in fact it was only 5ct not 9ct my husband asked . I also told her I would not want the earrings back because in a few months’ time I would be sitting with the same problem . She said because of me not wanting the earrings back she would speak to her area manager and see if it would be possible to do an exchange to avoid the problem from recurring .

On the 8th of Aug I received notification the earrings are ready for collection . I contacted the store and was informed that I am able to do an exchange, not a refund which I was happy to do . I request if the value of the earrings can be loaded on to a gift card as the store did not have anything I wanted . I was told NO I am only able to do an exchange at the Table Bay brand . On my return to the store on the 17th of Aug for the exchange to the store in the process of the exchange the sales consultant could not complete the exchange because they were not able to see the SKU / the item code . The manager was very rude and aggressive towards myself and my husband at this point and said she thought the earrings were bought in 2023 . The commitment was made to exchange the earring in a few months’ time. I will be sitting with the same problem . This has been our first purchase with a Sterns brand . It has been a very unhappy and disappointing experience .

I then logged a call with customer care of the TFG group and this experience was even worse then the store experience - Logged the call on the 23 Aug no feedback received by the 26 of Aug I called in and was informed I should received feedback with in 24 - 48 hours . This has passed by the 28th Aug I called in again to find out my query was never worked on . Then the matter was escalated to another department meaning other 24 - 48 hours called in on the 2nd of September still no feedback . To receive an email yesterday saying the matter has been resolve . I had to call in to the call center to find out how the problem was revolved not even a call to advise me how the resolved the problem . I would like to know is this the way TFG group has consumers