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I hate to hear stories of bad customer service like that.
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Let me add a little more insight here. Most jewelry companies don't take their own pictures, though there are exceptions. I have resellers who struggle for months to try to take their own pictures, and still fail to capture the luster and beauty of pearls in a photograph.
To adequately photograph a pearl necklace, it takes a great deal of skill. Thus, many companies hire independent photographers and it can cost in excess of $100 per photograph. In this case, a company isn't going to take a picture of the exact necklace just to close a sale like this. I wouldn't call this bad customer service, and I haven't seen anyone here yet offer to do this yet. (Though this may change now that I've posted)