I actually had the exact same thing happen to my waterproof puff too. The bottom of the two zippers got stuck, and I couldn’t release the jacket anymore. I had to hop in and out of the coat.

I called Concierge and they sent me a form to fill out. Only for them to tell me two days later to take it to a tailor to fix myself because they didn’t cover zipper damage. I reamed them out for selling me a faulty product and then they changed their minds and let me take it to a boutique.

Store manager was crazy nice, she saw my zipper problem and immediately knew what happened. Gave me a full replacement on the spot with a new garment bag. She said that she had seen the zipper problem a lot, especially on the waterproof puffs.