Extremely disappointing experience for what is meant to be a premium brand.I visited this store regarding a Lacoste jumper that shrank significantly after being washed strictly in accordance with the care instructions. For a £135 garment, shrinking to the point of being unwearable after normal care is completely unacceptable and indicates poor quality and lack of durability.The store manager, Nuria, refused to even inspect the item. Instead, she stated categorically that after six months Lacoste cannot guarantee the condition of its clothing, and that shrinking and deterioration after that point is “not surprising”.That statement alone is astonishing. Customers are effectively being told that Lacoste clothing is only expected to last six months, even when properly cared for.This is not how a premium brand should operate and directly contradicts basic consumer expectations around quality and durability. Normal washing should not cause a garment to shrink and become unwearable.What made this experience worse was the attitude. Dismissive, smirking, laughing, talking down to us, and more focused on refusing a resolution than actually listening or attempting to help. No professionalism, no accountability, and no attempt to retain a loyal customer who regularly purchases from Lacoste.If this is genuinely Lacoste’s position, then customers should be clearly warned at the point of sale. Otherwise, this behaviour is misleading and unacceptable.I strongly urge Lacoste customer services and head office to review this store, the manager’s conduct, and the understanding of consumer law being communicated to customers. This issue can still be resolved properly, but the in-store handling was disgraceful.My advice to others: save your money and shop elsewhere. There are plenty of brands that stand behind their products and respect their customers. If you do visit this store, feel free to mention this experience to Nuria. She will know exactly what this refers to.
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