Disappointed client

Hi Yolandi Botha

Thank you for your response regarding the shrinkage issue with my fleece sweatshirt.

As a long-standing client who has spent over R100,000 at your store, I am disappointed by the decision not to offer an exchange. While you note that a 2–3% shrinkage is considered acceptable industry-wide, this was never communicated at the point of sale, on product tags, or in-store signage. For a premium brand, this lack of disclosure is concerning. The garment was washed according to the care instructions, and the shrinkage is clearly more than what I would consider acceptable for a product of this standard — especially after less than two weeks of ownership. This raises questions about fit-for-purpose expectations under the Consumer Protection Act, which requires goods to be of good quality and free from defects for a reasonable time after purchase.

Additionally, I would like to point out that:

• There has been no physical measurement or verification shared with me to prove that the shrinkage falls within your claimed tolerance. • The term “industry standard” is being used without supporting evidence, which is not sufficient to deny a valid return on a relatively new item.

I am formally requesting a refund or a replacement, and I urge Lacoste to reconsider this matter in line with your brand’s reputation, the value of loyal customers, and applicable consumer protections.

I look forward to a prompt and fair resolution.