Present for my partner. Great fit Great color love it

I ordered this originally in a size Large but the bottoms were too short in the leg, I initiated an exchange via the app and returned and re- ordered another in size XL. On opening the new one's packaging at arm's length I noticed something shiny on the neck area, on closer inspection this was a flaw in the material about 6mm long. I had to contact customer services via chat as there was no way of returning the faulty item via the app. When i told the customer service advisor what the issue was I was asked could it maybe have happened whilst trying it on. I advised that i didn't appreciate being accused of this and it was noticed whilst unpacking it and that it shouldn't have been sent out like that as was clearly noticeable. I couldn't get a replacement sent out as they said can only get one replacement per order. They manually initiated my return and said i would only be refunded once order was received and inspected by their returns quality department.I did get my refund but the Quality department whom was meant to contact me to arrange replacement item being sent out never did. Seriously not happy with the way I was treated by customer services !