Poetry - poor/non-existent after sales service

I bought a turquois coloured denim jacket from Poetry in June 2022 for a two-week visit to Portugal. It was not a very warm jacket so I did not wear it much after I returned home. I started wearing it again in the summer (Oct/Nov '22) but not only a regular basis; perhaps once every three weeks. I washed it once, perhaps twice by hand. Apart from the one/two washes, the jacket got a bit wet while wearing it in Portugal in the rain.

I noticed a thin white line on the back of the jacket, running from shoulder to shoulder. Apart from the white line, there was no other change in the colour. I returned it to Poetry and the first thing that they mentioned is that Poetry only have a three (or perhaps six?) months return policy. Given that one only wear jackets and coats for a particular season, I consider the three (or six) months as unacceptably short.

I however insisted that Poetry consider my complaint. I was then questioned about the way that I washed the jacket, implying that I did not follow the washing instructions. There were no special washing instructions but luckily I only wash garments of this nature by hand. The lady then reluctantly agreed to send the jacket for inquiry - emphasing how really long it will take before I can expect feedback. Almost as if in a last effort to make my change my mind.

This was on 13 May. And no feedback to date or an indication of when I can expect feedback from Poetry.

I purchase from Poetry on a fairly regular basis and like the fashion. I however find that the quality of the fabric is sometimes sub-standard. What I find unacceptable is the poor after sales service. Considering that the garments are on the higher end of the price range, one would expect that if a customer brings a quality issue to their attention, that they will be swift to assist and the rectify the situation. In comparison with Woolworths's after sale service, Poetry's is non existent and not in line with their brand statement.