Faulty boots, shop asking me to jump through hoops

bootsandblisters

Hello and thanks in advance.

I purchased a pair of boots in early April 2025 to use for stable/yard use and trail type walking. They were £124 and advertised as waterproof. The label in the tongue says waterproof. I've worn them about 12 times, and each time my feet have been soaked. I initially though it was my feet sewating as it has been very warm, but they're leaking. I haven't done anything unusual; they've been worn for about 6 hours at a time and I've walked through dewy grass and vegetation, but haven't jumped about in puddles or submerged them. Essentially they've done to what any horsey boots would be expected to do. They have given me awful blisters due to walking with very wet socks, and each use has required 3 days of not using them thereafter so they can dry out. Both boots leak, I can't see any obvious holes but suspect it's the seal all the way round as my entire foot is wet.

I emailed the online shop I purchased them from yesterday, and received the following response:

' To allow us to escalate the issue further with [manufacturer], please provide the following images, which are required as part of the manufacturers warranty before they will launch their investigation:

1. a photograph of the full boot

2. a clear, close-up photograph of the fault if any holes etc can be seen. If not, we would need images showing the result of the fault instead

2. A photograph of the product label, this can be found inside the boot.

Once I have received the required imjages, I will escalate the issue with [manufacturer] to seek a satisfactory resolution.'

I'm fine with photo's 1 and 3, but should I, having described the issue in detail, then be expected to have wear these boots again so I can take a photograph of my wet socks and blistered feet? I'll do it if I need to, but just wondering if what they're asking is reasonable?

Thanks, Kerry

Andy_L

full them with newspaper/kitchen towel & leave them somewhere wet - then take a photo of the wet paper

Penguin_

To be fair, pictures 1 & 3 wouldn't show the fault. 

the_lunatic_is_in_my_head

Pay on a credit card by any chance OP? 

Either way within 6 months it is assumed, just tell them you either want a replacement or will reject for a full refund and if they want to determine whether there is a fault or not they are welcome to pay an independent 3rd party to commission an inspection of the boots. 

https://www.legislation.gov.uk/ukpga/2015/15/section/19

(14)For the purposes of subsections (3)(b) and (c) and (4), goods which do not conform to the contract at any time within the period of six months beginning with the day on which the goods were delivered to the consumer must be taken not to have conformed to it on that day.

bootsandblisters

Andy_L said:

full them with newspaper/kitchen towel & leave them somewhere wet - then take a photo of the wet paper

Thanks Andy, great idea

Penguin_ said:

To be fair, pictures 1 & 3 wouldn't show the fault. 

Picture 2 will but I'm concerned that they're going to find a way to make it my fault and refuse a refund. I desperately don't want a replacement as my feet have foot ptsd from these boots, and I struggle to believe that if both boots have this problem, a new pair won't.

I was scammed by Adidas last year; I bought trainers, returned them as too small and was refused a refund because they said they were used. The actually were - mud on the soles - but not by me. I didn't check the soles because I wore them once inside and bought them as new. Googling suggests this is a scam that's happened to potjher people too. I'm stuck with these trainers now and frightened of losing yet more money on the boots. I bought a pair of boots to replace these boots, and they aslo have a fault so I'm having to pursue an exchange. Completely put off buying anything else tbh.

Grumpy_chap

bootsandblisters said:

Hello and thanks in advance.

I purchased a pair of boots in early April 2025 to use for stable/yard use and trail type walking. They were £124 and advertised as waterproof. The label in the tongue says waterproof. I've worn them about 12 times, and each time my feet have been soaked. I initially though it was my feet sewating as it has been very warm, but they're leaking. I haven't done anything unusual; they've been worn for about 6 hours at a time and I've walked through dewy grass and vegetation, but haven't jumped about in puddles or submerged them. Essentially they've done to what any horsey boots would be expected to do. They have given me awful blisters due to walking with very wet socks, and each use has required 3 days of not using them thereafter so they can dry out. Both boots leak, I can't see any obvious holes but suspect it's the seal all the way round as my entire foot is wet.

I emailed the online shop I purchased them from yesterday, and received the following response:

' To allow us to escalate the issue further with [manufacturer], please provide the following images, which are required as part of the manufacturers warranty before they will launch their investigation:

1. a photograph of the full boot

2. a clear, close-up photograph of the fault if any holes etc can be seen. If not, we would need images showing the result of the fault instead

2. A photograph of the product label, this can be found inside the boot.

Once I have received the required imjages, I will escalate the issue with [manufacturer] to seek a satisfactory resolution.'

I'm fine with photo's 1 and 3, but should I, having described the issue in detail, then be expected to have wear these boots again so I can take a photograph of my wet socks and blistered feet? I'll do it if I need to, but just wondering if what they're asking is reasonable?

Thanks, Kerry

With waterproof walking boots, do they require waxing?

Where and what conditions have you been walking in them?  Horse fields and trail walking so not lovely paths. 
Has any of the ground been wet?  Dewy grass and vegetation can be quite wet and allow water to drip off and enter any holes in the boots - holes are not always faults.
Has the water level at ground come up and over the boot?  This does not have to be fully up over the top of the shoe depending on the design for the tongue and the lace eyelets, this can be an entry point for the water.  Some walking boots have a tongue that is designed to prevent water ingress through the lace eyelets but not all.

What material are the uppers?

What exactly is claimed by the "waterproof" statement?

bootsandblisters

Grumpy_chap said:

bootsandblisters said:

Hello and thanks in advance.

I purchased a pair of boots in early April 2025 to use for stable/yard use and trail type walking. They were £124 and advertised as waterproof. The label in the tongue says waterproof. I've worn them about 12 times, and each time my feet have been soaked. I initially though it was my feet sewating as it has been very warm, but they're leaking. I haven't done anything unusual; they've been worn for about 6 hours at a time and I've walked through dewy grass and vegetation, but haven't jumped about in puddles or submerged them. Essentially they've done to what any horsey boots would be expected to do. They have given me awful blisters due to walking with very wet socks, and each use has required 3 days of not using them thereafter so they can dry out. Both boots leak, I can't see any obvious holes but suspect it's the seal all the way round as my entire foot is wet.

I emailed the online shop I purchased them from yesterday, and received the following response:

' To allow us to escalate the issue further with [manufacturer], please provide the following images, which are required as part of the manufacturers warranty before they will launch their investigation:

1. a photograph of the full boot

2. a clear, close-up photograph of the fault if any holes etc can be seen. If not, we would need images showing the result of the fault instead

2. A photograph of the product label, this can be found inside the boot.

Once I have received the required imjages, I will escalate the issue with [manufacturer] to seek a satisfactory resolution.'

I'm fine with photo's 1 and 3, but should I, having described the issue in detail, then be expected to have wear these boots again so I can take a photograph of my wet socks and blistered feet? I'll do it if I need to, but just wondering if what they're asking is reasonable?

Thanks, Kerry

With waterproof walking boots, do they require waxing?

Where and what conditions have you been walking in them?  Horse fields and trail walking so not lovely paths. 
Has any of the ground been wet?  Dewy grass and vegetation can be quite wet and allow water to drip off and enter any holes in the boots - holes are not always faults.
Has the water level at ground come up and over the boot?  This does not have to be fully up over the top of the shoe depending on the design for the tongue and the lace eyelets, this can be an entry point for the water.  Some walking boots have a tongue that is designed to prevent water ingress through the lace eyelets but not all.

What material are the uppers?

What exactly is claimed by the "waterproof" statement?

They're all leather, with a thinsulate lining and the label in the tongue literally has the word 'waterproof' - proof, not resistant. No guidance on care. They're not walking boots, they're manufactured by Mountain Horse, an equine-orientated brand, and designed for yard/stable use - lovely paths? Good luck finding lovely paths where horses are concerned, it's all muck heaps, messy stables and grass. I haven't used them in any unusual way and I've certainly used them less than someone working in a yard would do. I've already said that I haven't submerged them or splashed about in puddles. I've walked through dewy grass - and in fairness it has also been very, very dry, and still they've leaked.The issue is definitely not the result of water entering from the top or through the eyelets - my socks are not wet in these areas, they're wet around the edge of my foot suggesting ingress where the sole meets the boot. No idea what the waterproof statement means. I took it to mean waterproof, as in does not let in any water. No further info available than the word.

bootsandblisters

the_lunatic_is_in_my_head said:

Pay on a credit card by any chance OP? 

Either way within 6 months it is assumed, just tell them you either want a replacement or will reject for a full refund and if they want to determine whether there is a fault or not they are welcome to pay an independent 3rd party to commission an inspection of the boots. 


(14)For the purposes of subsections (3)(b) and (c) and (4), goods which do not conform to the contract at any time within the period of six months beginning with the day on which the goods were delivered to the consumer must be taken not to have conformed to it on that day.

Sadly not, I don't have a CC so will have been paypal or debit card. Is it worth getting a CC for online purchase protection?

Do I have to wait for them to send the boots to the manufacturer to assess then, or do my rights mean I can reject that suggestion - which is what they've said at the moment - and request a replacement (which I don't want) or a refund (which I do want)? I'm ok with sending the photo's they've asked for as long as I don't have to deal with any more wet feet or pain, but I'm not happy waiting weeks for a refund whilst they send them to the manufacturer to pore over and find reasons not to refund.

m0bov

Point out your not claiming under the manufacturer warranty, but your consumer rights. You wish to return the shoes for replacement or refund as they don't conform to contract. Give them 7 days.

bootsandblisters

m0bov said:

Point out your not claiming under the manufacturer warranty, but your consumer rights. You wish to return the shoes for replacement or refund as they don't conform to contract. Give them 7 days.

I'll send the images they're requested and add this in, thanks that's helpful.

Okell

@bootsandblisters 

(1) who did you buy from?  

(2) what is the make and model of boot?