The North Face Shoes Stitching Quality Issue

About 3 months ago, the shoes I bought for my child started to lose stitching. When I sent them for inspection, I received the following message. Can a shoe that costs this much money lose its top stitching, and is this the response we get? ("Dear Mr./Ms. E. A***, We regret to inform you that we were unable to accept the product you left at our store with receipt number SÜP743624 for return. The product will be available in our store within 3 days.")