Hotter Shoes Avis 5 872

I have bought Hotter Shoes for years and have lots of pairs but never again. The customer service is appalling and the quality is not what it was. I bought sandals which I put away as I wasn’t well and knew they should fit. However when I got them out for holiday one of the shoes had a very wrinkled inner sole. Faulty without doubt. I sent a photo and I asked for them to be exchanged but because I’d had them more than a month they are not willing to change or refund. They won’t do anything! I also bought trainers which usually are very comfortable but these nip across the toes. They’ve gone from lovely comfortable shoes to absolute rubbish. Will never buy from them again or from Woolovers who I think took them over. Please correct me if I’m wrong.

I tried to return shoes to them. They took them in for quality control checks. It took twice as long as the time stated. They decided not to refund me (which was disappointing but I do understand). But - their reasons for refusing this made absolutely no sense and when I asked for clarity, twice, they completely ignored me. Very poor customer service.

I can't believe that for such expensive sandals the soles disintegrate if they are not worn often. On enquiring at my local shoe repairers the owner agreed wirh me that the soles are rubbish and said he would have to charge £25 to put a new sole on but that would still leave a gap he would need to fill. I have now thrown three pairs away when the tops of the sandals are still fine. I won't be buying any more.

My son ordered me some shoes from hotter for my birthday, was hoping to take them on holiday, when he arrived with my shoes struggled to get them on, very tight, looked at box which said size 5.5 didn’t want to sound ungrateful so didn’t say anything, went to place shoes back in box and noticed Shoes said 5!! Bless him he had to send them back, took 3 phone calls to Hotter re shoe replacement and took weeks to resolve Totally disappointed with Hotter shoes, these are not cheap shoes

Great experience last week with Steph in the Chichester store. She was friendly, polite and incredibly patient helping me to find my perfect shoes. A real credit to the brand.

I have just purchased Hotter sandals WALK11 and to say they are comfortable are an understatement. Ok I had to go to the shop and change them from Wide fit to Extra Wide Fit but so glad I did. It is like walking on air and they also look great. You have come up trumps again Hotter can't recommend them enough.

Love the flow trainers but unfortunately they have changed the design to a velcro fastening rather than the elasticated band.
Very disappointed as have several pairs with the elasticated band. Won't purchase current design.

This will be the second time of posting a review about the Salisbury branch of Hotter Shoes.
Wow! Such excellence service and help. I had to phone regarding a colour choice. The assistant had a good sense of colour.
Not only did the lady put the shoes by for me to collect but also helped me with a ‘ tights’ issue. This did give us a laugh!
Please pass on my thanks to this lady, I believe from previous visits that she is a manager. If not she should be!
I am most grateful to her.
Regards A Jackson

I am speechless .. received yesterday. Hotter chose Evri for £4.50 paid delivery and my shoes were thrown over 6 foot gate and the packaging split. The shoes and packaging were completely sodden. I messaged customer service .no reply The shoes have dried and they have watermarks.
In the end I rang Stella in customer services who said would arrange a replacement . I asked if I could have postage or discount for a Rose pair .. she said no! Not their problem as Evri’s mistake ..despite Hotter using them and charging £4.50! Then I thought I could save postage and have the rose sent with the replacement! So rang and I asked another lady on customer services who was very rude and condescending. She said she would get Stella to ring .. next day still no
Phone call!!
Such a shame as lovely shoes !

Customer service is diabolical. Last August I purchased the Tourist Sandal and wore a few times (very comfortable and was pleased with them). Just taken out of storage for this summer and all the leather has come apart! They are now flapping about with strange white string hanging out the sides. Emailed customer service who totally fobbed me off. Such a shame but after wasting £80 I definitely won’t purchase from here again.

Friendly efficient service. Kept informed at each stage

I ordered a pair of sandals and paid extra for next day delivery.
By 6.30 pm the following day I had not received the sandals so rang Hotter to ask what had happened. I was told delivery could be as late as 8.00pm.
No delivery arrived.
Later that evening I received an email saying the sandals were not available.
Having already paid for the sandals plus an excess charge for next day delivery and waiting until 8.00 pm for the sandals to be delivered I was angry and disappointed. I'm awaiting my refund and won't be purchasing from Hotter again.

Very helpful workers nothing is a problem

I ordered a pair of the blue Jade flats from Hotter but when they arrived it was very obvious that one was much lighter in colour than the other. If Hotter still had stores on the high street, you would think that one had been left in the window. As there was a returns label in the parcel, I returned them as faulty. I specified on my returns form that as the shoes were faulty, they should refund my postage charge, too. Every other store would do this automatically. I was horrified when I received my refund notification today to see that not only have they not refunded my delivery charge, they have deducted a second delivery charge for the return delivery. I can’t believe I have to pay to return faulty items. So instead of being refunded the total order value of £67.70, I am only receiving £60.25. Absolutely disgraceful. I will not be ordering from Hotter again.

My mother ordered a pair of boots. When she tried them on they were too tight across her ankle. She returned them with the original packaging bar a plastic bag. They returned the shoes to her saying they had been worn. They had been tried on for less than a minute indoors and there is no wear or mark on the shoes.

My mum has ordered her shoes from them for years and will never ever use them again. We will investigate if we can escalate this through trading standards.

This is the first time she has ever returned something to them.

For an online company to say they have been worn just by virtue of having tried them on is beyond the pale.

I bought a pair of sandals and paid £4.50 for delivery. They were not great sandals, so as per their returns, I posted them back which I knew would incur a returns fee. I did not realise until querying it with Hotter today that I actually had to contact them to say I was sending them back. Because of that, I was charged the return fee and they also deducted the delivery charge of £4.50 before my refund. I would give them 0 out of 5 for the review if I could. I called and emailed to ask if the refund total was a mistake and they confirmed that it was not a mistake. Hotter need to make their website much more transparent. Maybe I order Hotter shoes from Next in future with free returns.

I am sorry not to have option to attach a picture what their sandals caused me. I am on antibiotics!

Easy order.

My experience was made great by customer service because when I tried two credit cards they were rejected. Rang customer service and gave my order over the phone, no problem. The lady I spoke to was very helpful and polite.


I was delighted to buy a pair of Hotter ‘Flare’ sandals for the first time; they fit well and are much prettier than today’s clumpy styles. However, they have engraved rubber soles, which are dangerous when the wearer makes sudden turns on certain flooring, including carpets.
I’ve alarmingly lost my balance twice on my vinyl kitchen floor as the sandals stick on the surface, and they are heavier to wear than other sandals with smooth composite soles. Although they fit well I became uncomfortably aware of my feet when spending the day wearing them recently.
This drawback is such a shame as I’d have bought another pair in a different colour, but for me they are a waste of money.