Review Time
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!
I purchased a pair of boots from this company on 10th October (2025) which cost £109I 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 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
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.
Made a visit to the Hotter store located at the Dobbie Garden Centre Chesterfield. We were served by Andy, a very friendly staff member who was extremely helpful and patient while my wife tried on numerous amounts of boots. Nothing was too much trouble. Good old fashioned service which sadly is seldom found in retail shops anymore. Well done!
I’ve bought several pairs of shoes and ankle boots from Hotter recently and I find them more comfortable and easier to wear straight out of the box ( unlike other shoe retailers) as long as I buy the extra wide-fitting. So I’m delighted with that. On the slightly negative side, the fabric pull tabs on my blue denim suede Chase II trainers have both spontaneously detached in my hand - one after only a couple of wears and again on the other shoe after a few weeks of intermittent wear. I’ve managed to sew them back on, but surely these tabs ( to open the zips) should be made more robust?
Hotter's quality is deteriorating badly. Latest pair of walking boots ("Breeze") is hard and plastic-y, not soft like its predecessor. More like what you'd expect from shoes costing £40 than £125. Not worth even trying to wear them in and have sent them straight back.
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.
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