Zales Fails

While on our fifth anniversary cruise a year ago January, I purchased a trillion Tanzanite ring for my wife at a jewelry wholesaler in Grand Cayman. A month ago the stone fell out. We found the tanzanite stone and I took it to Zales to have it repaired. They charged me $75 to remount the stone. Four days later, the stone was gone, and this time we could NOT find it!
I took the ring back to Zales with my receipt, just to hear that they are not responsible once the ring leaves the store. They stated that they had never had a stone fall out, and didn't even have a protocol for this type of incident. I told them that they need to replace the stone with one of similar size, clarity and value ($2000). After three days, the store manager called me to inform me that the stone was actually a fake tanzanite, per the jeweler that did the work on the remounting. Felt like the fox guarding the hen house...
Zales store manager told me to leave the store, or she would call mall security. There was no apology, no admittance of responsibility, no recourse, and no way to prove that the stone was fake, except for the word of the person that did the shoddy job of remounting it.
Now we are out the stone and anniversary ring, and Zales has refused to respond to my complaint left on their website.
I am at a loss to understand how we, as Americans, have fallen to such a low that we actually don't expect customer service anymore. We assume that companies won't stand behind their work, and as a consequence, we aren't surprised when they don't. Zales was wrong for not properly mounting the stone. It stayed in the mount exactly four days, then fell out. We scoured the house looking for it, but to no avail. It doesn't matter whether the stone is real, fake, or Amethist (which is what they told us the stone really was, and wrote it on the receipt). Whatever stone they mounted in the ring, it should still be there. The store manager told me that she has no way of knowing how we treated the ring once we left the store with the remount. Just a note, my wife is disabled, and spends most of her time in bed, with the exception of occasionally walking the dog. They made it sound as if she was working heavy construction and the stone fell out as a result of unnecessary roughness.
Zales Fails in my book, and I am on a mission to make sure as many people as I can reach knows that Zales does not stand behind their work. There is no concept of customer service, and they will leave you high and dry, just like they did my wife and I. Be careful with Zales, because you too may get burned!