I bought a pair of bergaus hiking boots from your store and the stitching in one boot has come apart which I think is a defect but I'm no expert. I emailed bergaus directly and this was there response; ref:_00D0Oqty6._5001r2re3cy:ref Subject: Boots       Hi, Thanks for getting in touch. We always like to know when you think a piece of kit has let you down and we’ll do what we can to put it right. Quality is a key thing for us so when you think something has failed we take it very seriously. In fact we have a team dedicated to casting their expert eyes over your returns to check out materials and manufacturing for faults. So, we are most definitely on your side. Here’s what to do first. 1. Take the kit back to the store you bought it. Sorry, we know it may be a trek but the store is actually where your legal rights lie and they can sort it quicker than us. Don't worry if you're passed their usual returns period - they must still handle your return if the item is faulty. They can either: - Replace it. - Give you your money back on the spot. - Send it to us for inspection at no postage cost, but this is at their discretion. When it comes back to us, our team will assess it. This can take up to 10 working days. We’ll then let you know whether it’s a fault, or general wear and tear. If it’s a fault, we’ll try and replace the item for you, or if that’s not possible, you can get a full refund from the store that you bought it from. Job done. 2. If you bought your item on holiday, you can return to any store in the same chain, or some independent stores prefer you to post returns directly to them. The phone number’s usually on the receipt so give them a ring beforehand to check what’s best. 3. If the store has already told you to get in touch with us, they are passing the buck a little. Please take this email and ask them to help you again. We have an expert team with a keen eye and they’ll help you all they can when a product is genuinely faulty. However, we can’t help with things like general wear and tear, age or accidental damage. That’s just general use and when its time’s up, its time’s up.   Many thanks Matthew Customer Service Advisor Berghaus             TERMS AND CONDITIONS - PRIVACY POLICY Berghaus Ltd. Berghaus Customer Service, Unit 2 Walker Industrial Estate, Walker Road, Blackburn, BB1 2QE. Registered Address: 8 Manchester Square, London, W1U   I have taken the boots back to blacks and your staff wouldn't help, they told me they would not take the boots back and they would not take and forward them on to bergaus and await there direct response and I was to do so myself and they couldn't help. I have now contacted bergaus directly and inform them of my conversation with blacks staff and there unwillingness to even consider to send them back to bergaus directly for there investigation to the stitching problem. I feel very disappointed in blacks as I've shopped there alot ie, clothes, boots, camping equipment, tents, gadgets etc, before lock down i purchased £450 worth of goods in one visit and I feel you'll take my money ASAP but one problem I have ever had and blacks have really let me down and not even consider helping me. Disappointed customer who will be shopping elsewhere. Sent from my Samsung Galaxy smartphone.