Jewelry store lost my engagement ring

I am beyond upset. My fiancé and I went to Square One in Mississauga at the end of August and purchased my engagement ring and matching wedding band at The Bay (I told him I didn’t want him to spend a pile of money on jewelry when we could put that money towards our house). The Bay sent my ring away for sizing and told us it would be ready on October 8th. That date has come and gone. Since then we have called multiple times (no answer or no call backs). When we did get ahold of someone they have told us “call back”, “there’s no record of that purchase,” “the person who sold you the ring, doesn’t work here”. My fiancé has a receipt but they are saying that a ticket number is required and that information isn’t on the receipt. We weren’t given any additional paperwork other than the sale rep’s business card, the model numbers of the rings and a receipt.
I could just cry. Have we been scammed?!