Poor lace quality

Purchased 360 wig from them. I was happy with the installation the first time around. The second time around I was not happy as the hair started lifting and got cut too much. I brought it to the owners attention and I am being told I need to get a new lace. The quality of the hair is questionable in my opinion. How is it possible that the second time around of installation I an being told I need to replace the lace 🤔.