The North Face Jacket Stained After Two Hours of Use, No Support from Brand

I purchased a burgundy The North Face jacket and wore it for just two hours over two days. Despite the short usage, stains appeared on the sleeves and collar. I sent the jacket for inspection, but the response was that it was a "user error." I sent it twice, and both times received the same unsatisfactory explanation.

How can stains that appeared without washing or improper use be considered my fault? The jacket wasn’t even a week old when I reported the issue. I am extremely disappointed with The North Face’s lack of accountability for their products. I demand an exchange for this defective item or I will escalate the matter further.