Service is Bad

I have been a good customer for years. Bought my Wife a new Ring on the 27/04/2023. Also sent it in same day to have it made bigger. Today the 13/05/2023 I still have not gotten a phone call or SMS. I went into the store. They don't have my ring nor does Head office know where or what happened to my ring. I was in the store @ around 10:00. The sales lady said she will call me once head office phones her back. She did not call back. I am very disappointed. Sterns has never let me down before. We are leaving for Cape town later this week and wanted to give my wife her new ring. The question is WHAT IS STERNS GOING TO DO TO ASSIST?