Staff attempted to be helpful but turned out to be somehow incompetent. Each single interaction ended up in me contacting them again to get things right. The whole process, including friendly meant gift voucher was just a disaster and kept me busy on the phone and email for over a week. The launcher set had a broken part - which could not be replaced - so packing all up and getting the courier back again. One can choose a day but not the time and again they phoned before 7 am. Gift voucher: The dog lead was a collar in a plastic bag saying 'lead', then of course no lead in stock - so now having two collars different sizes but no set. In the end I did not want to send it back as all I could get was another gift voucher .... I was also shocked by the poor quality of the launcher we ordered (Ravenna), you cannot get the full information from the very glossy website. It turned out to be done in Vietnam (delivery time !!! - summer was over by the time we finally received it) and in very light wood - wouldn't dare to place my old aunt on it. The whole experience made us to 'never buy furniture from the internet only although the advert was in a glossy magazine'. As others I would give it a 0 stars if possible. And please don't give me one more "I am sorry to hear ..." no more excurses - I just want to get this company out of my email inbox !!!