Hotter Shoes Avis 5 871

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.

Customer service appalling. It was so straightforward before, now it sounds as though outsourced overseas. Woman kept having to be corrected by giving wrong dates and details. When a new item is on back order until 17th November. she tells me that it will now be 24th - yet, when I reordered the item (they were on 1 day offer at £30 off), these are ready to be despatched. They are very quick to take the money too. Had my money for 2 prs for 2 weeks and already yesterday's order money has been taken. HOWEVER - I since received a call from Hotter in England, explaining that my call went to South Africa. Lovely helpful lady on the phone this time who explained fully the situation, apologising profusely that my earlier call had been so difficult. This is the excellent customer service Hotter have usually given. Have rated my experience now 4 rather than 2!

Appalling after sales.No proffessional in customer services.

I purchased a pair of boots from this company on 10th October (2025) which cost £109
I wore them for the first time yesterday and I noticed that a small amount of stitches had broken at the heel of one of the boots.
I contacted this company by phone and was told I could send the boots back for inspection which could take up to 30 days.
I would also have to pay postage to send them to be inspected.
I then emailed the company explaining that this purchase was for a lot of money, inside 30 days and under the sale of goods act the boots are not good quality or fit for purpose.
I either want an immediate replacement or a refund and not have to wait up to 30 days for them to be inspected
I need them now as it’s winter.

Hotter shoes customer service are very unhelpful and it will be the last time I purchase anything from them.

I have been a customer of Hotter for 30 years and have always been completely satisfied, however, my recent purchase was a great disappointment. I normally order 2 pairs of Shake, one wide fit and another in extra wide fit as on occasion I suffer with fluid in my feet. On this occasion I purchased Shake redcurrant nubuck same size a usual 7 extra wide fit in the sale. My feet being without fluid when they arrived I eagerly tried them on, well tried to get them on, so narrow and the nubuck was so hard. I really could have cried as these extra wide shoes were the only ones that were comfortable when my feet are swollen. I am hoping its only a fluke and will try a full price leather shoe, I am keeping everything crossed as I won't know what I will do for shoes if they are too narrow. There are so many people like me Hotter, please help.

Everything done perfectly. Very happy with all my purchases.

I have been receiving unwanted catalogues regularly from this company for 2 months . I never requested these, & I have no intention of ordering from them. There is no contact email address and I don't want to waste time trying to phone them to stop this. Total waste of paper

I buy most of my shoes from Hotter! Fir the First time I am disappointed! Style, Tempo
Style is small heel T strap front! Lovely with a dress when going out for a nice meal, party etc!
I’m a wide fit! Tell me why for winter season they’ve done beige in wide not the black patent! Who does the buying! Black patent is a must at this time of year!!

Bought Thor GTX about 20 years ago= great. Bought another pair 8 years ago and after a small time uppers came away.(replaced by Hotter) I've worn this replacement pair only occasionally and the sole has split. Bring back the old quality and you might bring back this customer.