Pandora

I have gone to this Pandora location for a year now and have received wonderful customer service. I had an issue I needed addressed concerning my Essence bracelet. When I called, the person answering the phone was very professional and helpful. I spoke to the manager Alicia and she took the time to answer my questions and had me come in so she could take care of the issue. Again, upon arriving at the store, was greeted by the sales reps there and Alicia took care of my issue with no problem. I have visited this location about 5 times this year and I rec’d the same great service each time.

Customer service is beyond lacking!
Here is my experience at the Pandora at Crabtree Mall in Raleigh, NC
I ordered a ring ¹²⁄₆. They said they did not know when it would be in but should not be long (no idea what long is).
I called right before Christmas and got «Home office sends them out and we have no idea when it will be sent and home office won’t give us the status.»
I asked if they could call me the following week with an update (Christmas time) and they said they did not have time to update me but I could call back.
I called right after Christmas and go the very same: «Home office sends them out and we have no idea when it will be sent and home office won’t give us the status.»
I called at the start of January and got: «Home office sends them out and we have no idea when it will be sent and home office won’t give us the status.»
I asked if they could call the home office the next day (Monday) and check to see if it had been sent and call me to let me know. She said she would. I never got a call.
I called last weekend and got the «Home office sends them out and we have no idea when it will be sent and home office won’t give us the status.» I asked if they would call Monday and let me know that day via phone if it had been shipped and if it had not I would want a refund. She said she would call and let me know and if I wanted a refund it would have to be approved by their mamager.
It is Friday. I have not gotten a call and when I call there I keep getting an answering machine (this happens a lot).
Why in the world would I need approval to get a refund on a ring I ordered a month ago and still do not have an have no idea when I will get it?
I just want my money back and to count all of the time I have spent dealing with them up as a loss.