Mens personalised hooded plush dressing gown

The quality of the dressing gown is OK - I expected it to be slightly thicker. The embroidery was faulty at the front - loose threads, broken stitches and plastic hanging from it. On the inside, it was worse - the embroidery had been sewn onto to tie. I contacted customer service and received a response within minutes but now they have gone silent. I bought the dressing gown for my partner. We’re first time parents this year and I bought it as a Christmas present from my daughter. There was a special meaning behind it, however, I was unable to use it and had to shop elsewhere.