On June 27, 2024, I purchased several items, including a pair of women's sport sweatpants, from New York Lacoste. Upon inspecting the item at home, I discovered that the sweatpants were torn. I sent the receipt from my purchase and photos showing the damage to UK Customer Service since returning to the US store is not feasible as I reside in the UK. Online customer service advised me that I must return my item to one of the UK stores. It will be analyzed by the in-store team and may need to be forwarded to the Quality department for further inspection.I explained my situation, mentioning that I live in Chepstow, Wales, making it quite difficult for me to visit the relevant shops in person. The nearest store is nearly 100 miles away from my home. Despite sending clear photos showing the defects, I suggested sending the product to the store by post, but this was not accepted. I was told I must visit the store in person because the item might not be eligible for a return?! The customer service representative I spoke with was very rude and did not consider any of my requests for resolution.I trusted the Lacoste brand when purchasing this product and did not think to inspect it thoroughly for defects. When I noticed the tear at home, I thought it would be easily resolved given the brand's reputation. However, even returning an item to a local supermarket is less problematic than this experience.Please assist me in resolving this issue.
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