I bought a padded coat in March 2023, ready for the following winter. Within a year, the zip tore slightly at the bottom, making it difficult to fasten and causing it to pop open.Customer service were initially helpful, offering either a replacement of a different style (my coat was discontinued) or a 15% refund to cover a repair elsewhere. I chose the refund, expecting to simply replace the zip — but after visiting several repair shops, none could find a compatible zip.When I reached out again recently to ask if the brand could provide a replacement zip, I was told they don’t offer parts and that, because I accepted the refund, they have no further responsibility. Even when I offered to return the refund, no alternative support was provided.It’s disappointing that the solution offered wasn’t actually workable, and that a repair option isn’t supported. For a “luxury” brand, I expected better product durability and aftercare.
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Luxury British Fashion House
