Sterns Cresta Mall - Shocking, Traumatic Customer Service by a renowned brand.

Shocking customer service - we did not expected this down the gutter treatment from a renowned brand such as Sterns, reference to retail store in Cresta Mall. My wife bought our wedding rings in 2001 at Sterns PE Greenacres. On 16 November my wife handed in the wedding band at Sterns Cresta Mall for repairs. It is now two months plus later and despite several engagements with the store manager and escalating the matter to Sterns Customer service, we are made to feel like beggars. My wife are up in arms having to explain with each call and engagement the requirements is in order for the repairs to authorized. In stead, the store manager and jeweler keep creating hurdles that delay the process. To the extend that the original quote increased in cost due to their delaying tactics. This truly ranks as one of the most traumatic, horrible customer service experience that we have ever been subjected too. To Sterns management, is it the Sterns brand policy to subject a customer(s) to this gutter treatment type of a service from one of your stores? How can this be resolved to restore the positive experiences that we always had prior this horrible experience at Sterns Cresta Mall?