Poor Quality Gold Chain

I went into Stern last year October because my mum wanted to buy Name Chains for my daughter's. I was told that they cannot show me the item as they do not have it in store but they said it's a nice chain and worth the money and that I must order online. So I went ahead and ordered it. Costed R7200 for 2. I recieved it on the 24th December and to my disappointment it is very thin and not worth the money. I have been since calling and trying to get the manager to call me and she refuses to give me a call as I want a refund. I have been mislead and it does not mean that I have order a personalized item that they have the right to give me a poor quality item. This is very disheartening that a group so big does not want to assist their customer of over 22 years. I would like to post pictures just so others will not be fooled into purchasing from this company