After-sales service appalling, quality questionable

I purchased a pair of earrings for my wife which, after being worn a few times, the stone fell out of one of them so I returned them for replacement/repair. I managed to find the stone, so expected the repair to be pretty straightforward.

After they agreed to repair them - returning them at my expense - and after countless emails, 3 months passed, so I sent further emails requesting a refund. I was promised this several times, but nothing happened.

What really annoyed me was their claim that they provided great customer service, something which I raised with their CEO, who promised me the issue would be sorted, but again nothing happened.

After many more emails and yet more false promises, I decided to contact Trading Standards and their trade association - The National Jewellers Association - and we did finally get refunded, but we were not compensated for the return postage we paid.

To summarise, the products don't appear to be of a good enough standard for even light use, and the customer service would be minus 10 stars if I could have assessed it accurately!