Loyal customer lost due to extremely bad service

Sterns in Upington kalahari mall.. i have been one of the loyal customers instore purchasing items al the time cash and high priced items as each consultant in store knows… i have purchased a ring from them that was r8000. And asked them to resize. The ring broke on the part that they added to make it bigger. Only to find out it was the wrong gold used to upsize my ring. Then i waited 5 weeks for them to call me. Only for them to send me a msg saying that its ready for collection as its fixed but i need to pay. There was no call to ask if im ohky with it nothing When i called the store they said they were going to call me back 2 hours past no call back. When i called back and asked to speak to a manager i was told that the manager is on leave.. the reginal manager is on leave aswell as the above staff.. i could not get any details to escalate above them.. its upsetting that i spent so much money there and still get theis kind of service. Loyal customer lost!!!