Hotter Shoes Avis 

Ordered two pairs of Kingston boots in tan & in black. They seem comfortable, although the ‘wide’ fitting feels rather snug (no, my feet haven’t got wider!) However, the black have what looks like a white glue mark on one plus a dark smear on the other boot. I phoned up for a replacement pair, which was very promptly dispatched, but I have just opened those & they have exactly the same problems but in different places! It looks like glue has been smeared on the boots & then wiped off. I think they need to sort out the quality of this item. I’m not sure whether to bother ordering a third pair or to just send them both back for a refund.

I ordered 2 lots of boots. One pair arrived which was not the size I ordered.
After contacting customer services on various occasions and they did reply quickly they said they didn’t have the size and colour I wanted. I asked for a refund.
I sent both pairs back as neither were suitable.
I waited weeks but no refund. I contacted them and it was stated that they had no proof of return.
I sent my postage proof and they returned just the price of one pair. So I contacted again and they then sent the full amount omitting the cost of postage.
I had to fight to have my money refunded- I’ve had this in the past.
You have to contact otherwise no refund is forthcoming.
I won’t be buying from this company again, which is a shame as I like the product.

The quality is not what it was. I ordered a pair of Ellery boots and they are plastic inside. The laces are very short barely long enough to tie together. I have had to buy new laces that are long enough. On the plus side I have wide feet and have difficulty finding suitable footwear and these boots are very comfortable.

I went into the store and found the assistant very helpful. Unfortunately, the size I required was not in stock. After checking that an alternative fitted me, I received the pair I wanted and p&p was waived.

Hotter do half sizes and they always fit, so I’m happy to order them on line. The quality of the ones I’ve purchased over the years has been good.

I ordered 2 x Hotter Slippers, in STD - they arrived in box marked standard ..they were too big. I lifted up the padded /fleece insole and the slippers were marked Wide Fit !!
I emailed 9 times, (yes NINE times ) replacements slippers sent 2 x 2 three times ie ( SIX BOXES ) ..
I was asked to photograph the slippers ..inside the slipper and box to prove , my complaint
I was asked to search the wrapping paper, to look for a packers stickers for Hotter to investigate the packing error !!!!
They arranged collection of 2 x 2 parcels 📦 📦 ..as I was led to believe, they were being investigated I ( wrongly assumed ) the collection would have labels …They didn’t ..
I had to unwrap the parcels 📦 📦 find the return labels re wrap and this 81 year old living in Norfolk, rurally lugged the 📦 📦 9 miles to PO
Saturday I received another parcel 📦 containing 2 more identical slippers ..marked STD on box ..containing wide fit
..I emailed and asked for Complaint Department .
Today I received a telephone call ..from Hotter

1) HOTTER do not have a complaints department- apparently “not needed “ looking at the reviews I think they do - and informed No companies have them now!!
2) Apparently these Slippers are “Multi Size”
3) They are STD fit ..but if too small..the woman can remove the padded/fleece insole ..and lose the inside under foot comfort and walk on black sole
4) I amazed, but Hotter, categorically state, removal of the sole, ie removing height, magically makes the slipper wider
WHO KNEW !!!
Certainly not the customer service staff, who were replying to all my emails - having me search for packer stickers
Oh yes …on the Web Page if you search in small print
( ignoring ) the choose STD or WIDE options somewhere it says MULTI FIT

Wish I could show the Wider Fit women ..what you will walk on ..after removal of padded/fleece insole

Rude, officious customer service

Shocking returns process which breaks consumer law!

I have been a Hotter customer for years and had never had problems with returns or exchanges until this particular order, but the process has been an absolute shambles so much so that I will never buy Hotter footwear again. I’m also still waiting for my refund 30 days after they received the boots back.

I received some boots which were faulty so they had to be returned (they could not be exchanged as they were out of stock). They were returned well within the stipulated timescale and Hotter received them back on 11th January. I heard nothing from them so chased them up on 19th January. On 21st Jan they informed me that the boots needed to be inspected for the fault (fair enough, I have no problem with this) but that it might take 30 days to be inspected and that if no fault was found they would return the boots to me. The boots are faulty I don’t want them back! So I waited and waited and had to chase them up again on 7th Feb as no one had been in touch. On the 9th Feb I received an email saying that I should allow 30 days for inspection. On the 9th of Feb they were already on 29 days into the inspection process. According to Consumer Law “you must refund the customer within 14 days of receiving the item back” (exact words taken from the government website). I pointed this out to them that they are breaking the law but still I’m waiting for a refund. I’ve chased them again today 10th Feb. If no confirmation of refund is received today I’ll be escalating to Consumer Right / Trading Standards.

I bought a pair of Revival trainers size 9. As soon as I opened the box I could see they were not a size 9, despite what it said on the label, at least one inch shorter than every other pair of Hotter shoes I own ( 7 pairs). No Returns label included in the box. I also had to phone Customer services to get the £4.50 delivery charge refunded, why should I pay delivery to have faulty goods delivered to me?! It is amazing that I should have to ask for this, it should be automatic.

Easy to order and prompt to send order.
I ordered the Black and Navy Foxton Boots/Ankleboots.I'm very happy with them I do however find the heel grip makes it difficult to put them on it's very hard and awkward but using a shoehorn has sorted the problem
I

My mum used to buy Hotter and I recently decided to make more of an effort to support UK businesses. 4 months ago a friend gave me a present of Hotter Sheepskin slippers. They are very comfortable and the uppers are perfect, but the soles are cracking and they are starting to fall apart. I contacted Hotter and was advised that the person who bought the slipper would have to return them. I definitely will not be advising my friend that she bought me defective slippers and expect her to return them. Quality is very poor and customer services is very disappointing.

The shoes are not as comfortable as they used to be: the outer leather is often too rigid and insoles less cushiony.

Faulty products often posted: one shoe bigger than the other, or shoes of slightly different colours (discoloration through prolonged display in shop window?), or one shoev with a visible manufacturing fault. It happened SO many times (4-5 times in 12 months), that it makes me suspect that Hotter uses remote orders to dispose of unwanted stock, could never be sold to a customer face-to-face. What's more, every time I have returned a faulty product, Hotter has always charged me the return shipping fee; which I got back only after arguing my point and presenting evidence to Customer Service.

Despite always ticking the 'no adds' box when purchasing online, Hotter send me their catalogue. I then have to make a special request for them to take me off their mailing list, only for this to resume after my next purchase. I purchase from Hotter less than I used to and am always always alert to be prepared for the aftermath of my purchase.

To prospective customers: ALWAYS keep photographic evidence before returning a product.

To Hotter: play an honest game.

I ordered a pair of shoes for my elderly mother size 7&1/2, the shoes came. The shoes felt really tight. On looking they had put size 7 shoes in a 7& 1/2 box. I returned them with an explanation on the 20th Jan. I had no communication to say they had received them. After 10 days I rang to enquire. Customer service said yes they had received them on the 23rd Jan. The lady was rude, interrupting and talking over the top of me when I was trying to explain why I had returned them. I am still waiting to be refunded. I would definitely not recommend “Hotter” Appalling service.

Recently purchased a couple of pairs of boots in the sale but unfortunately neither was suitable so I returned them using the prepaid label. The original purchase went through on the 14th January and the refund came back on the 31st. HOWEVER a deduction of £9.90 was taken. I have been chasing for an explanation now on numerous occasions to be told by their Customer Services that
" We can confirm we have deducted £7.45.
Unfortunately, the outgoing postage of £4.50 is non- refundable.
As set out in The Consumer Contracts Regulations, the customer covers the delivery cost for returning unwanted goods, unless the retailer says it will pay for returns.
Therefore, as per our website we deduct £2.95 from your refund amount when using our pre-paid label".
So no explanation as to why an additional £2.45 was taken. Still awaiting a response.
Will not be buying from them again.
Misleading information and a complete failure to address the issue.
Do NOT recommend.

Julie at the Shrewsbury shop was super helpful and very friendly
Excellent service. Thank you

Really comfy shoes, but the soles split after about three months of intermittent wear. Such a shame as they were waterproof and really comfortable! Wish I'd read the other reviews on here before buying.

This company is surely heading to the final stages of service. My husbands inner sole wore so badly I spoke to Hotter if they sold innersoles. They confirmed they did. A lady quoted me £2.50 for delivery - note this is for a very light pair of inner soles for Slippers! Instead they charged me £4.50!!!!! I complained and they told me this is there standard shipping price unless one spent £120 yep you read that right £120 then the shipping is free.
Now read this…. my inner soles on my Giesswein slippers wore down badly. They sent me another pair of inner soles absolutely free I repeat absolutely free. Why bc they know how to treat regular customers.
So do me a favour vote with your feet and don’t be ripped off by this penny pinching company.

I am an "older lady" who values comfortable and safe footwear. Over the past few years I have ordered two pairs of the Whisper boots in standard fit. The first pair was perfect so I ordered another pair later on and they too were just the same. Today I ordered a pair of the Terrain gtx boots which are supposed to be waterproof for my forest walks. Looking forward to receiving them. Thank you Hotter. So good to be able to choose width and half size. The only reason for 4 stars instead of 5 was that another recent sale purchase resulted in my paying full price. After emailing customer services that mistake was quickly acknowledged.

Hotter Shoes are light, comfortable and look decent and some of them have GoreTex making them genuinely waterproof.
However, in my experience they are consistently let down by the exclusive use of PU soles which, for me, always end up splitting after a relatively short period of wear.
The degradation of PU soles due to hydrolysis is now widely understood, but the splitting occurs despite the rest of the sole being sound.

Hotter customer services won't even engage with you if you didn't purchase directly from them, but when they do they will deny any issue with soles.
It's either your fault for not wearing them often enough or for keeping them too long even though no manufacturing or expiry dates appear on the box; or they "believe that this problem is very small in relation to the many millions of pairs that we have made" and that they've passed on your remarks but you shouldn't expect a reply.

Ironically, if it genuinely were a small problem, then you'd think that would be grounds for a replacement rather than an excuse not to offer any consideration.

If you don't tend to go out much then you may not experience this issue, but given the level of customer service I will not be purchasing them again unless an alternative sole material is offered.

Sadly, although I love the shoes I hate that they are unable to obey the law and unsubscribe me from their emails within 30 days. Its been over 6 months and despite a formal complaint Im still being fobbed off with ridiculous excuses. My only option is to block them which means I wont get information about my orders. Oh well there are other shoe sellers.