Complaint Review: Parpala jewelry

Starting May 30th I had conversation on exchanging a faulty piece of jewelry. The owner said there was no problem and would take care of it right away. Fast forward to the middle of July a month and a half with many email conversations in between with many excuses on her side and still nothing. July 14th she sends a very appologetic email saying her team should have taken care of it and she will now handle this personally. That was the last email I recieved from her. She is not respoding to my emails, she still has the necklace I purchased from her and she wont send it back or refund my money. I found out after talking about this to a friend that back in august of 2017 she did somewhat of the same thing to her with a product. This seems to be a common buisness practice of hers. I am now going on month three just wanting the product i paid for back or a refund. At what point is it a crime =when you have taken someone hard earmed money?