Looking for advice on next steps with John Lewis consumer rights issue.

Sh4kers

I purchased Hunter boots from John Lewis in January 2025 for £120. After 8-9 months of normal use, they developed significant defects including material deterioration and severe peeling (see attached images).

When I contacted John Lewis, I've received multiple contradictory responses from different customer service representatives (CSR) over several weeks:

Response 1 (CSR1): Initially directed me to manufacturer warranty, claiming no retailer responsibility.

Response 2 (CSR2): Acknowledged the boots "have not met these standards" under the Consumer Rights Act 2015 but offered only £25 voucher.

Response 3 (CSR3): Correctly explained Consumer Rights Act obligations and said they'd provide remedies with appropriate evidence.

Response 4 (CSR4): Reverted to incorrect position about "6 months exchange period".

Response 5 (CSR5): Final refusal despite acknowledging "comprehensive evidence" and CSR2's previous admission.

Latest response (CSR6 - responding on CEO's behalf after I escalated to head office): Claims "excessive wear and tear" after 8-9 months and offers £20 gift card (£5 less than originally offered by CSR2!!)

Key Issues

1. They've admitted in writing that the boots don't meet Consumer Rights Act standards.
2. Contradictory legal advice from multiple staff members showing confusion about consumer law.
3. Refusing appropriate remedies despite their own admission of defects.
4. "Excessive wear and tear" claim for premium boots lasting only 8-9 months seems unreasonable.

Am I being unreasonable to expect premium Hunter boots to last longer than 8-9 months? The Consumer Rights Act says goods must be of satisfactory quality and last a reasonable time relative to price and nature of goods.

I've provided evidence as requested and maintain the boots were stored properly, but they're claiming this is normal wear. For boots costing £120, surely 8-9 months is insufficient lifespan?

What I've Done:

• Provided John Lewis with detailed evidence as requested.
• Been polite and reasonable throughout.
• Explained Consumer Rights Act obligations.
• Given them multiple opportunities to resolve.

Should I:

1. Accept this is reasonable wear for the timeframe and accept their £20 gift voucher? OR
2. Escalate to Trading Standards via Citizens Advice?

Any advice appreciated - particularly if anyone has experience with similar John Lewis consumer rights issues.

pinkshoes

As they're more than 6 months old then its up to you to commission an independent report proving that the boots have failed due to an inherent fault and not through misuse.

Once you have this report, JL can issue you with either a replacement, partial refund or repair (their choice).

Until you have this report then JL are not obliged to do anything.  JL have to pay for the report if it shows the fault as inherent.

born_again

As they are over 6 months old you need a 3rd party report. As per consumer rights.

What do you actually do with the boots?
Is there any contact with chemicals?

Maybe the angle of picture, but that looks like 2 right feet

Mark_d

It looks like those boots have endured a hard life. I expect they would have lasted years if you'd used them for the weekly walk through a muddy field.

screech_78

It’s a shame about the contradictory responses, but you’re going to need some evidence that this is a manufacturing fault. 

I’m sorry to say, but they don’t look like they’ve been cared for at all. 

Sh4kers

That's all for your advice, it's been appreciated.
I have only worn them to take the dog for a walk when it has been raining. Which, to be fair, hasn't been hugely often over the last 8 months.
They may look uncared for, but I can assure you they have been well looked after!! This is a result of the material deterioration I have mentioned in my post. 

swingaloo

What is the white stuff on the front of the boots? They do look like they have been in some sort of chemical or have perhaps had some kind of industrial use. It looks like far more than normal wear and tear.

Sh4kers

swingaloo said:

What is the white stuff on the front of the boots? They do look like they have been in some sort of chemical or have perhaps had some kind of industrial use. It looks like far more than normal wear and tear.

No idea!! It's where the rubber coating has started peeling away from the boot. They have only been used to walk in a field on my dog walks when it's been raining, so I am at a complete loss. 

Emmia

swingaloo said:

What is the white stuff on the front of the boots? They do look like they have been in some sort of chemical or have perhaps had some kind of industrial use. It looks like far more than normal wear and tear.

That might be a rubber bloom - I had a pair of black hunters that had similar marks, but they didn't disintegrate like the OPs. Mine wore out.

MyRealNameToo

Sh4kers said:

That's all for your advice, it's been appreciated.
I have only worn them to take the dog for a walk when it has been raining. Which, to be fair, hasn't been hugely often over the last 8 months.
They may look uncared for, but I can assure you they have been well looked after!! This is a result of the material deterioration I have mentioned in my post. 

Where have you kept the boots when not in use? In direct sunlight? 

I'm not sure Hunter has been the same since they went bust in 2023, they'd already lost their royal warrant. 

Ultimately it's for you to prove they are faulty rather than it being either fair wear or caused by user action. Whilst a CSR said it was a problem they are clearly not an expert on rubber wellies nor did they have direct access to the goods. They probably would be reprimanded for their comments but it wouldnt stand up in court as evidence that they weren't of good quality. 

The Exec Complaints team at JL only has the advantage of a named representative to deal with rather than having to go back to the beginning each time, Other than that I've found them to be worse than the standard customer team in terms of their knowledge of rights and their reasonableness... the guy I dealt with before issuing court papers was a real pain and infuriating. 

born_again

When you say maintaining boots, just what were you using?

Wellies need nothing doing to them. Other than a wash & wipe down with a cloth if covered in mud.

While bought from JL. Have you spoken to Hunters about the boots?