The Steel Shop review: Not sizable

I ordered leather bracelet and had it engraved for my husband for Christmas. It was too long. We emailed the company several times and finally received a message that said we must call. We tried to call and left messages and still have not gotten a call back. We only want it resized or information about how we can resize it. The return policy specifies that they will not return or replace the engraved item. We only want to resize so my husband can wear it, otherwise the $100 I paid for it was a waste. It's significant that the reviews on their website are 5 star and that there is no way to add a review which may inform the reader of the situation. I may just have to call Better Business Bureau.