Hotter Shoes
View company profile →
Disappointing - they used to be so good
I didn’t realise until I read some reviews that Hotter had changed hands, but I could have told you without knowing! I have bought Hotter shoes for myself and my mother for many years and have noticed the quality is not as good recently. The most recent pair I bought for my mum in October, and the stitching on the shoe has split and is unravelling slowly after a few months. So I took them into store and had a really aggressive assistant who told me there was nothing they could do and was really rude and abrasive. A second assistant tried to help and gave me the phone number of customer services, as that’s now how you have to register faults and the store is apparently unable to do anything to resolve issues. I called, no reply. Sent an email, again no reply for over 72 hours. So I called again and finally spoke to someone who asked when I emailed and then told me he had forwarded my email to the relevant department and I would get a reply in 48 hours. So I’m now nearly a week on from trying to return the shoes to store and have just received and email inviting me to return the shoes for inspection (they are now out of stock so they won’t be able to replace them anyway) and if they’re “found to be faulty” then I will be contacted within 30 days to let me know. Hmmmm, I’m beginning to feel like I’m not getting the shoes back and I might be lucky if I ever get a refund! This is slightly ludicrous when someone could have looked at the shoes in the store and given me a refund for what is clearly a fault without everyone’s time being wasted. Hotter used to pride themselves on customer service (which genuinely was great and immediately resolved on the only other time I’ve ever had an issue) but it seems that like their manufacturing quality, their customer service is a poor imitation of what it used to be, which is such a shame. I’m not sure I will be returning as a customer again.