American Swiss review: Engagement ring

my fiance purchased my engagement ring on the 22 August 2019 from american swiss in fourways mall. One of the stones had fallen off 2 months later, however due to the proximity we were only able to return the ring on the 7 December at the store. They did not advise us that a refund will be allowed, they took the ring back for repairs. However afterwards i decided that i will not be happy wearing a ring with such poor workmanship and quality. I called the store after looking at the back of the receipt and spoke to adelaide about a refund. I was then emailed by Ricky to ask me for my bank statement and ID. I called her to advise that i wont be able to go in to the store, i will email it through which i did. i was advised that the refund will take up to three weeks to process. Ricky advised that she will call me back to confirm dates. When i didn't hear from her, i called her and left a message. She returned my call and said that her ASM said they can't refund nor give me a credit. i told her it's completely unacceptable. She said all they can do is send it for a quality check? After some investigation i found that this problem has been experienced by so many other consumers. i called the call centre and after one of the consultants listened to my entire story she cut me off. i eventually got hold of another lady at american swiss in CPT who advised that she will escalate it to the operations manager for the store. I found that the quality of goods and service levels have been besides substandard, extremely dissapointing.