dissapointed

I bought 2 rogz dog beds. within 5 months the base layer (the bottom of bed)started flaking off and one zip was broken (stitching) I complained about this as these beds cost 99 euro each and because they are described as quality Superior materials with high durability, This was not my experience. I requested warranty. I had send photos etc. The shop where I bought beds said they could not deal with warranty request, waited 3 weeks, didn't hear back so send email and photos to head office in Cape town. I received a email shortly after saying sorry they can't do anything for me as there are scratches visible on base (the bottom of bed, that sits on the vinyl floor in my kitchen) so damage was due to IMPROPER use of my dog beds? No mention of the zip....and also that they haven't had any other complaints. I send email to headoffice again to ask them please to explain, how they suggest I used the dog beds improperly in order for it to be scratched and therefore damaged, also what I did wrong to cause the zip to pull apart? I have to date not received any answer. A big company like rogz, should atleast be able to deal with customers properly! Not so proudly south African in this case!