I recently entered one of their facebook competitions, only to have it pulled when I was really far in the lead. I emailed them to make a complaint because as it stood I was in the lead (I did have people commenting on my post to try and stop me from winning). I was told by Andy at Kapow toys that it was pulled not down to me but people using bots and they would start it again, I said this has left a bad taste in my mouth as I was winning by a fair bit. This was Andy's response... "Hello Lewis what leaves a bad taste in my mouth is people are currently sick and dying in our country, industry is on its knees and people are losing their loved ones. It seems we have very different opinions. If someone commenting on your post on social media offends you this badly then I would suggest leaving it alone and stepping back for a while. If there is anything else non competition related I can help you with please let me know Many thanks Andy" For him to try and use the Covid19 pandemic to try and get out of a customer complaint/issue is honestly disgusting and shows that he should not be dealing with customer service in anyway. I asked to escalate to a manager to which he kept either sending blank emails back or kept saying no. He probably knows his responses are incorrect as you don't try and use something so serious and terrible as an excuse to get out of dealing with a customer complaint. My advice would be to get someone else in to speak to customers as he has cost you any future business... Also I would still like a manager to deal with the complaint about the customer service shown by Andy.