I joined their VIP club in March when having a new puppy, got a few vouchers which I found to be quite useful. However once I updated their app, my account was lost and my vouchers were gone. Called their customer services and they send me my list of vouchers through email and said I can use them ins stores. However once I go to the store, they refused me to use it. Called their customer services again and said it is because I don’t have those voucher in my app which they failed to do this with my account. So what happens now is that I keep receiving email asking me to use the vouchers which I can’t use and can only see them going to expired. Second thing is that I bought an extension lead which was recommended by their sales. Happily used it for 5 mins before the lead cut my leg. This could have caused far much serious issue if it cuts a children. Called their centre about the low quality product but all I got is “you can’t refund a used product”. It only shows how lack of awareness in their products quality and have no intention looking into the matter. They always argue they are unable to find my transaction so that they couldn't proceed further which is an absolute joke. I bought their product using the VIP card, even their staff in the store could find my record. Only when their RUDE store manager comes in, suddenly my record is gone as if I did not buy the product from them. Which such kind of store manager, I highly doubt what kind of quality they are offering to their customers.