Review Time
I recently purchased a jacket from a store at the airport, and sadly, the entire experience has been quite frustrating. From the start, the jacket had an intense chemical or petrol-like odor, which remains even after multiple washes following the care instructions. Additionally, the jacket releases a significant amount of dye during hand-washing. For a new item, this is unacceptable, making it nearly unwearable. I reached out to Customer Care, providing photos of the dye issue and my receipt. Their initial response stated that they had sold many of the same model without complaints, so they did not view it as a defect. I followed up, emphasizing that this situation contradicts the values the company claims to uphold (respect for people, commitment to the planet, and responsible fashion). Eventually, I was asked to visit a store for an in-person assessment. When I went to the store, they refused to issue a refund, offering only a voucher instead. They did not have the jacket in stock, could not direct me to another location where it might be available, and suggested I return to the airport store. However, when I did, the product was no longer in stock. Consequently, I have wasted time, money, and energy, and I am left with a jacket that I cannot wear due to the strong odor and excessive dye leakage. As a customer who chose this brand for its sustainability and responsibility claims, I anticipated a more appropriate resolution (exchange, refund, or at least a more considerate approach to my issue). Overall, my experience with the brand has been very disappointing.
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