Hotter Shoes Avis 

Hearty thanks to Jackie and Diana who are irreplacable by A.I
Hotter Shoes in Cambridge have once again
fitted me out in record time with a wonderful pair of water-proof boots which fit
brilliantly and crucially, were not made with slave labour in China but
at a properly managed factory here in the UK.

Thank heavens we still have a few decent businesses left like Hotter
which priotitise genuine customer service
and also products made in the UK..

warmest regards,

Karen Rodgers
in Cambridge

I bought boots from them, they were stiffy at first but fitting better day by day. Hopefully will feel comfortable after few worns.

Had an awful experience with customer services. Short version- a pair of trainers I ordered online were way too big. I returned them within 2 days, ( received on a Saturday, returned on Monday), I was expecting a refund. After 2 months + (!!) I was informed that the trainers had been worn and I wouldn't get a refund! 1 trainer never even came out of the box I was so appalled by them. So had they sent me someone else's returned trainers? Who knows, I gave up looking for the 'fault' when they were eventually returned to me instead of my expected refund. I'd also written to the ceo twice but never even had the courtesy of a reply. I've purchased from Hotter over many years, never again. The trainers went to the charity shop!

My experience reflects what others have stated on line. I understand that Hotter's parent company went into administration and WoolOvers bought it in July 2023. Although some jobs and stores were saved, the customer service seems to have declined.
I ordered a pair of trainers on-line which never arrived so I emailed their customer service, twice, but no response so I called their customer service. The operative said the trainers were out of stock, (but they were in stock at the time of purchase) and would I like a refund but there was no apology on behalf of Hotter.
I accepted the refund but I was told it could take up to 10 days.....
Judging by the reviews for the on-line service, WoolOvers should really be addressing the issues raised because their loyal customer base just seems to be ebbing away.

This has been going on for months. This company does not get the message that I do not want any of their crap, ever! My parents bought some of their shoes a year or 2 back, because it was done online and they’re not particularly internet savvy, I ordered them on my card. They’ve been bombarding me with marketing crap ever since despite me never signing up to anything of the sort, they even shared my info with third parties. The snail mail post *may* have finally stopped but because I complained by email they’ve now added me to an email mailing list. GDPR seems to mean nothing to them

I ordered a pair of Frontier WP boots and they arrived yesterday afternoon, next day delivery👍
On initial inspection I found them stiff and unyielding, but I’ve just arrived home from a 2hr dog walk and my feet where warm dry and very comfortable, the sole grip is very good, especially as wet leaves can be troublesome, I’m very pleased with these boots.

We already know how much we love these shoes but Hotter in York has some great staff too! Visited recently and took a friend with me, introducing her to the Hotter store.

Fabulous service from Erica (again) who helped my friend with sizes really patiently. The 5.5 size was not in stock, but lo and behold, another customer brought a pair of 5.5’s back in perfect time for Erica to spot this happening and snap them up for my friend!

Thank you Erica. Hope you appreciates what gems you have in York, and this review makes its way to Erica in recognition.

I have been a regular customer of Hotter, until now. I ordered several pairs of shoes, one pair did not arrive. No email, but I noticed on the invoice it was delayed and it did eventually arrive. In the meantime i ordered a pair of slippers. After 4 days I phoned as I had not received anything other than the order acknowledgement. I was promised a call back, which never came, nor did anything else. 5 days later, I called again. This person told me that the slipper had been oversold and was no longer available in my size. I had to ask for the refund. Of course it too less than 24 hours to leave my account but will take 3-5 days to return so they have had my money for two weeks.
1) why does their system allow overselling
2) Why wasn't I notified about the problem
3) Why wasn't I called back
4) why wasn't my money returned automatically.

Not good enough Hotter, not good enough.

Edit: After another 8 days no refund had been received so another phone call made. The refund had still not been processed. It is lucky that I keep an eye on these things ... how many people don't realise a refund hasn't arrived?

A quick shout out though to Jackie who promised to speak to accounts and try to get an expedited refund. Jackie called me back, said she had done this and it was being refunded the next day. I received the money as promised.

We attempted to get in contact with Hotters via email, generic message back said to allow for upto 48 hours for a reply.
They never got back to us.
Emailed them again today but their address isn't found!
Unable to change( forgotten) password, to access account, after several attempts.
Customer Service?
Sadly the shoes weren't of a quality we are used to so we returned 2 pairs.
No acknowledgement of returns.
No refund.
Buyer beware.

I want to say such a huge huge huge thank you to the lady in the store who works on a Sunday at the cirencester shop, her kindness and helpfulness was amazing today. I think she's the supervisor, she has a Irish accent. She helped me try lots of shoes on and we then ordered them to come to my house so thar I can wear them round the house as I wasn't sure on one of the pairs. Again she was so kind.

Have always bought my shoes/slippers from Hotter as I have issues with my feet. Won't make that mistake again. Horrid customer service! I've now bought from Pavers at half the price! Very unhelpful

In the past I’d bought two pairs of shoes from the shop that both fit. Not the most comfortable trainers, but they fit and I’ve got a X-wide foot so few choices elsewhere. Ordered third pair online; same size, way too small, I was told the Green shoes were smaller than the grey or brown ones (same style!) Ordered boots last week online for 24 hour delivery, (needed urgently for a holiday) and five days later still not arrived. Their customer service suggest I go to a store pay again and they’ll get in store by next day. I’m a pensioner! Already paid out £78 can’t afford to pay again. Will ask PayPal to refund.

I love the comfort, however, I believe the quality of the sole is ridiculously poor and I have had a number of shoes where the sole has cracked and fallen to pieces. An almost new pair from a well known second hand/new on line store reminded me not to purchase anymore Hotter shoes, given my disappointment with the sole. Yesterday I wore a pair purported to have been worn once, looking brand new, and yes, the sole disintegrated. Another pair in the bin. Sorry Hotter no more being purchased by me.

Bought the Linton boot size 8 wide via the daily mail.
The boots did fit but were extremely uncomfortable due to the stitching in a rather bad place on the heal. I felt it was a design fault but cost to return and all in all spent about £10 in delivery and return. Also after 14 days no refund you have to chase up then they promise to refund in 5 to 10 working days which is unacceptable. I will not use this company again as the quality is going downhill fast.

Bought black patent shoes usually take size 5.5 but did not come in half size ordered a 6 and they were too small. Ordered a 7 fitted ok. Never thought I would have to order a 7 just ridiculous. I like the style but comfort, cushioning and quality have been reduced. I have bought many of the original British Hotter shoes over many years all premium quality. Now cheaply made quality and comfort gone but high cost the same. Such a shame another Original Great British Company sold off to mass marketing company.

Terrible refund process - been waiting two weeks already only to be told there was an error with my refund and I might have to wait up to 10 more days. The shoes I did keep are OK but I won’t be buying direct from Hotter again.

It used to be a good company, but now they’ve gone almost entirely online. I placed an order in the spring, which they lost, so I had to call and place another one. Since summer, I haven’t been able to see their products online, even though images from other stores display without any issues. I contacted their customer service by email, but they never resolved the problem.

More importantly, a little over a month ago I started receiving unsolicited mail from WoolOvers. When I contacted them to ask how they obtained my home address, they informed me that they got it through Hotter Shoes. I requested to be removed from their mailing list, yet here we are in November, and I’m still receiving mail from them.

I was surprised to see that £7.45 was deducted from my refund, even though the policy clearly states a £2.95 return postage fee.
I also had to chase for the refund, which was frustrating.

I purchased a pair of murmur boots extra wide fit perfect for my feet but impossible to get the zips done up. I also feel aggrieved with their returns policy and reading other reviews I am not alone I understand being charged for delivery but being charged for returning is not on. If I purchased Hotter shoes from Amazon I get free pp and free returns

Unfair postage costs.
I bought a pair of shoes which did not fit unfortunately. I returned them with the prepaid label expecting to pay for the return of the shoes for £2.95. Turns out that you also pay the postage for being sent the shoes, which was £4.00. It is shocking that the outgoing postage is non refundable.