Hello, My sister and husband ordered me some stolen girlfriends gold large heart earrings online for my birthday. We received them no problem but when I unwrapped them the "stolen" stamp had been stamped so uneven on the hearts that I knew I would need to return them for an exchange as they were faulty. I was going up to Auckland for the weekend the next day so went into the Newmarket walker and hall store. The man that served me tried to say there was nothing wrong with them when I explained it he went to ask the manager who was busy, instead of interrupting her politely we waited for at least half and hour in store. The manager had no problem with the exchange as she saw the problem and said they would send them back to stolen girlfriends. There were none in stock, the man rang the queen street store to check the stock and we waited 10min for a return call. He then misplaced one of my earrings and asked me if I had it, I said no and they he took it and then he found it out back where he had made the call. Queen street had stock so the next day we went to exchange the earrings. The lady there knew nothing about the exchange and once I had explained it and she found the earrings but the man from Newmarket had asked for the wrong earrings and they had put aside the mini gold hearts. The lady despite seeing mine did not pick up on this and I had to point it out that these were not the same as my earrings. Next I asked if they could order them and get them posted as I requested this like the other store said they would do. I live in the Waikato. So she took the heart earrings and stapled them to my online order receipt however, she actually stapled the mini hearts to the docket and not my pair of earrings, I also pointed this out. She assured me it was all sorted and kept my earrings but gave me no return receipt or anything to prove that I didn't have them and had given them over to the store. I requested a receipt as proof that I no longer had my earrings because I had already had so many problems with your stores. She then rang us 15 min later to question that we hadn't brought the earrings from walker and hall even though I had given her a copy of the online order receipt. Clearly we had brought them from walker and hall. I'm not one to complain about stores but I and the 4 others I was shopping with were appalled at the slow and terrible customer service, it had put me off ever ordering or buying from you again. Something that should have been so simple. I am now awaiting my new earrings to come in the mail and hoping that it is all fine. Thanks, I have also sent this to the customer service team on your website