New boots

[scrambledeggs01]

I choose a lovely expensive knee high boots from A well known shop (known for its good customer services) for Christmas. Started to wear them after Christmas and with a months wear the stitching is already come apart on on boot. Contacted customer service and was told as it's outside the 30 days but they can refund 20% off the price.

Am I being unreasonable in expecting an exchange or full refund?

They must repair or replace. If either of those are not possible, then you get a refund. It’s their choice whether they decide to repair OR replace, and you can’t choose a refund instead.

www.citizensadvice.org.uk/Global/Public/Campaigns/cra/ConsumerRightsSummary-GoodsOL.pdf

I had read that too but apparently as it's outside 30 days they don't have too? They were bought in early December for my Christmas present

You should be able to claim for replacement on the grounds they are not fit for purpose.
Your contract is with the shop they were bought from so that's who you take your claim up with. They may have to reclaim from the manufacturer but its the shop you are contracted to.
If they were paid for by credit card you have more consumer protection from the card issuer (purchases over £100 though).

If it’s the retailer I’m thinking of, they have outsourced their CS and made it a lot less excellent than it used to be. You need to escalate your complaint to the next level and state what you want whether replacement, refund, repair.

My DN is on this next level team and I believe they are quite accommodating but most people fall at the first hurdle and don’t persist. Of course a pair of expensive boots should last longer than this.