My daughter bought me a $50 gift voucher to cheer me up. I liked the lapis lazuli but they were on elastic and I told the lady whose name is Crystal that I was interested in the lapis bracelet but concerned of it breaking. After finding nothing else of interest As I was leaving the shop with my daughter, she called me back and showed me some from behind the desk that she said was made of wire and should not break for at least a couple of years. It was of resonating blue lapis with only one or two defective coloured stones. They were all centrally aligned and uniformed on the wire. It was too big for my wrist so she adjusted the wire while I waited. My daughter went shopping while this was done. I waited an then went to my purse to get my voucher out and found I had only brought the get well card and not the voucher. She laughed out loud at me like I was a joke, in my face, and made me feel very stupid in front of the other waiting customers. I asked Crystal that there must be some record of the voucher from my daughter and I gave her my daughters name. Crystal said she needed the number from the voucher to look it up, and since my daughter had bought it she would have to come in and give her details for me to use the $50. My daughter came back and and spoke to Crystal who insisted nothing could be done without the voucher number. My daughter told her that when she purchased the voucher she gave my details and the amount was recorded in a log book, and asked Crystal if she had the log book somewhere. “Yes” said Crystal, who then pulled it out from under the counter without even looking at what she was getting. She looked up my name and found the voucher my daughter had bought me straight away. She deducted $35 full cost of bracelet. Within 8 weeks of the purchase it broke. I took it back and Crystal offered to rewire it. When I colllected it a few days later, without my glasses on, I got home to discover several of the stones were different. Lots of them were not so blue and had a lot of imperfections on almost every stone, and the alignment of them on the wire was not straight and fitting, but chunky and crooked. It was definitely not the same bracelet I had bought before. I had avoided buying the other lapis bracelets she offered at the start because of the imperfections in those stones. These were NOT the stones on the bracelet I bought. I rang the store back within a couple of hours of collecting the bracelet and expressed my concern that the stones were not the same, and I wanted this rectified. These stones on this bracelet was not what I had originally purchased. Crystal kept talking over the top of me, refusing to correct the situation by replacing the stones, or doing an exchange. She got louder and ruder, and when I asked to speak to management she hung up on me. I rang Smithfield Central Management to complain, who said they cannot do anything except pass my email details onto the Owner...whom THEY SAID is not Crystal. I have not rung or been into Totem since as I have been awaiting for the owner to contact me. I have heard nothing from the owner. Today ....2 1/2 weeks after Crystal’s nasty phone conversation and repair to the bracelet I received an email from Crystal repeating her phone conversation to me with the same nasty attitude and without resolve, apologies, nothing. I am scared about how Crystal is going to further humiliate and embarrass me with her nasty attitude if I go into the store to retrieve the rest of my voucher or to ask for an exchange on my bracelet in person. It’s so wrong that I have been treated and ripped off this way. I am 52, and not a well person. Her lack in understanding customer relations needs to be seriously overhauled. I am going to take this to Consumer Affairs to get my daughters money back. I want nothing to do with this store ever again and I warn others to be very careful of any purchase you make there.

There are so many clothes and accessories in 2 shops Smithfield shopping centre and Cairns night market. Excellent customer service, all staff are friendly and kind. Great gifts for birthday and Christmas.