Embroidered cashmere shrunken crewneck sweater

I ordered this sweater three times. The first one was perfect, but I returned it. The second and third arrived without tags, had a slight chemical smell (like dry cleaning), and the embroidered area looked slightly shrunken—as if it had been previously handled. I contacted customer service, but was told it wasn’t defective. I understand there’s no hole or stain, but I ordered a brand new item. Why is it missing a tag and not in new condition? I’ve been shopping at J.Crew for over 30 years and never received anything without a tag—until now. This was a huge disappointment.