BAD SERVICE

My son bought an engagement ring from Sterns and needed to have it refunded on his account so that we could get a wedding ring from American Swiss, their sister company. We went to the Sterns at the Glen shopping center on 20/07/2024 and the manager told us the system is offline we must come on Monday. We did not have time and petrol to drive to the mall every time. Lady at American Swiss called the Alberton mall Sterns and they said we could come there. When we got there the manager said they were offline to do a credit on the account but we purchased a band there and that went though? So we wasted the whole day because of Sterns bad customer service. We know our consumer rights. THEREFORE, I WOULD LIKE THIS ESCALATED AND RESOLVED IMMEDIATELY BECAUSE WE ARE LODGING A COMPLAINT WITH THE CONSUMER RIGHTS COMMISSION. I want to know why they could sell but not do a credit on the account, doesn't make sense, unless they **** about the system offline to make their target?