To expect more of a response from major retailer?

[Disgruntled101]

I ordered some clothes from a major retailer and when trying one of the items on, I realised that it was damp all over and had a really strong chemical/disinfectant smell. I had already tried on a couple of other things and they were fine so I didn't pick up on it until it was on my body.
I removed it, had a shower to wash whatever it was off and then contacted the company (only details on their website was for Facebook messenger). They gave a standard apology and advised me to return the item for a refund but I don't feel this goes far enough. I don't mean that I want compensation or anything but I am really surprised that they wouldn't take it more seriously and want to get to the bottom of it. I have attached my rather frustrating message chain. I'll post the remainder in the comments.
So, what would you do in this situation? Try and take if further or just return the item?
For further context, the item was in a sealed bag, none of the other items were affected and this wouldn't have happened during delivery.

I'm not usually one to complain, I guess I am just surprised how little f*s they gave.

Rest of the conversation...

You're talking to a bot. No, I wouldn't expect anything other than for them to ask you to send it back. The returns department will be used to receiving items that are soiled and will deal with it appropriately

I’m not sure what else you are expecting? They have advised you to return the item and they will look into it. What more do you want?

What do you want them to do?

My first thought was also that it was a bot but I thought using words like 'complaint' might escalate it to an actual person. I have redacted them but a different name was given each time in the responses (which was also frustrating).

What is the outcome you would like?

I guess take the specific details, look into it. Let me know if this is perhaps a result of some sort of processing they do (for example if if was a previous return). I just would have thought they would like to look into why it was damp/wet with a chemical smell if that is not a usual occurrence for them.

I really don’t understand what else you want? It’s obviously something from the manufacturing process. You haven’t been injured in anyway. Let it go and take the refund.

Its the fact that they aren't actually going to look into it. They took no details from me and it is just a standard returns process. They said I could write something on the package if I want to but that was just a suggestion

It's clearly a bot you're talking to

It does sound like you are trying to get compensation tbh

You send it back for a refund, they will investigate if they feel its needed

They aren't going to tell you what they are doing about it (if anything). If a bunch of customers had the same issue it might get someones attention. Frankly there's a certain amount of write off cost built in to the prices.

OK, fair enough. Perhaps I have got a little too invested and should just send it back. I appreciate the perspective.

I'm really not and it was a low cost item so I'm not angling to not have to pay for it etc.

As others have said, that isn't a person you are talking to so you're not going to get anything other than a standard response.

I don't understand what else you want from them.

Returning the items and receiving a refund is absolutely standard in scenarios like this. I think they've responded fine.