Very disappointed in sterns somerset mall

I am so disappointed with the service I got at stearns in somerset mall. My husband lay bayed a ring as a gift from them for myself. On the day the lay bay was made, I fitted the ring and it was to small. Sales lady advised that she can send ring for resizing but will only be done once paid off and we agreed.The first time my size was taken when my husband made the second payment the lady said I will have to come back in as she forgot the size and didn't write it down. Within a month the there was one payment left and we decided to go make the payment that the ring can be send away for resizing. When we advise the lady in the shop we want to make the payment (DESIRE) that they can send the ring away she advised that we have to pay for it. We then advised that we were not informed about paying for it she told me well she was not the one that we made the laybay from. We then advised well we want to cancel and get the money back and, was told we have to wait for the other lady to come back in as she was outside and they will cancel it. Lady came back in (zanu) and said we have to pay 1%cancelation fee. We wanted to know why if we where not informed about this. Sorry you have to pay the fee. Just to think I work in customer service and never will I treat a customer like this no matter who made the mistake if we work for one company we have to fix IT.NO ONE IN THAT STORE AS ANY IDEA WHAT CUSTOMER SERVICE.I would think that a big company as sterns would have better customer service. There's no acknowledgement in the store. No ownership taken. They just there to take money and thats it.