Many reviewers describe repeat product failures and slow or unhelpful responses from customer support. A clear group praises the shoes for comfort and names specific store staff who helped. Ongoing problems often involve returns, refund deductions, and unwanted marketing contact. Overall, feedback splits between strong comfort praise and serious complaints about service or quality.
Examples from available reviews (Sep 2022 – Mar 2026).
Multiple incorrect slipper deliveries and poor customer service handling complaint.
“HOTTER do not have a complaints department”
Five pairs had disintegrated soles leaving black residue, forcing disposal.
“the soles disintegrated making a black mess”
Still receiving marketing emails months after unsubscribe and complaint.
“Why cant they stop sending me emails and obey the law?”
Reviewer found the shoes extremely comfortable and perfect for their feet.
“The most comfortable shoes i ever had.”
Reviews often mention rude staff, orders handled poorly, and refunds that take too long. Several people say refunds were refused or took a long time after returns. Many also describe good in-store help and name staff, but negative service stories appear more often.
Customers frequently say refunds were reduced by postage or by deductions they didn’t understand. Several reviews mention being charged outbound or return postage even when items arrived damaged. Positive comments about value are rare.
Many reviewers praise comfort, repeat purchases, and width options that work well for older customers. Others report inconsistent sizing, tight toe boxes, zip problems, and inner soles that shift around. Comfort and fit issues both come up repeatedly.
A large share of negative reviews describe soles splitting or breaking down, stitching faults, and materials not holding up. Several people say items failed after little use, including trainers that let water in. Some reviewers do call certain models well made and durable, but those comments appear less often.
Several reviewers report ongoing unwanted marketing mail and say requests to stop it didn’t work. Other issues include being charged for orders that never arrived and parcels left on doorsteps. Only a few reviews mention communication that was clear and on time.
Experiences split between high satisfaction with comfort and repeated accounts of quality and service problems. Strong praise for specific stores and staff sits alongside many one-star reviews. The result is a sharply polarized overall picture.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Reviews (1) · Quotes shortened · As of: March 2026
Multiple incorrect slipper deliveries and poor customer service handling complaint.
“HOTTER do not have a complaints department”
Reviewer found the shoes extremely comfortable and perfect for their feet.
“The most comfortable shoes i ever had.”
Customer encountered rude and officious customer service.
“Rude, officious customer service”
Returns inspection delayed refund beyond legal timescale, prompting escalation.
“Shocking returns process which breaks consumer law!”
Customer services went above and beyond to resolve the reviewer's error.
“Went over and above for helping with my own error.”
Received trainers that were much smaller than labelled and no returns label.
“they were not a size 9”
Boots are comfortable and prompt to arrive, though heel grip hinders entry.
“the heel grip makes it difficult to put them on”
Sheepskin slipper soles cracked and customer service required purchaser to handle return.
“the soles are cracking and they are starting to fall apart.”
Product quality and customer service have declined with frequent faults and charges.
“Standards drastically dropped”
Received wrong-sized shoes, experienced rude customer service, and await refund.
“Appalling service”
Refund was reduced with unclear deductions despite using prepaid label.
“Misleading returns policy”
Julie provided excellent, helpful and friendly service in the Shrewsbury shop.
“Julie at the Shrewsbury shop was super helpful and very friendly”
Shoes are satisfactory but customer care needs improvement.
“customer care department needs improvement.”
Comfortable shoes whose soles split after only three months of use.
“Soles split after little use”
Excessive shipping charged and inconsistent treatment for repeat customers.
“Instead they charged me £4.50!!!!!”
Regularly buys Hotter boots, satisfied with comfort and width options.
“values comfortable and safe footwear”
PU soles split after short use and customer service refuses assistance.
“always end up splitting after a relatively short period of wear”
Still receiving marketing emails months after unsubscribe and complaint.
“Why cant they stop sending me emails and obey the law?”
Company refused to remove an elderly mother's name from their mailing list.
“They wouldn’t take her name off the mailing list because of ‘data protection!’”
Order taken without available stock and refund delayed for ten days.
“they took my money immediately while knowing they had no stock.”
New Gravity II shoes are poor quality with insufficient support.
“the quality is appalling”
Cobbler advised Hotter boots disintegrate and recommended discarding them.
“they will disintegrate”
Late delivery and poor leather led to return, with delivery and return charges.
“they take money from you both ways”
Returned ill-fitting shoes but was denied refund and accused of wearing them.
“no refund was due as the shoes had been worn and damaged”
Five pairs had disintegrated soles leaving black residue, forcing disposal.
“the soles disintegrated making a black mess”
Shop assistant was patient and found comfortable shoes for aunt.
“Kerry has the patience of a saint”
They repeatedly send unwanted catalogues and won't stop despite requests.
“They will send you junk mail forever”
Reviewer experienced very poor customer service and warns others.
“A cretinous level of customer service.”
Continues to receive unwanted catalogues despite opting out after moving.
“Still receiving unwanted post.”
Staff spotted a suitable returned item and arranged prompt dispatch and delivery.
“The sales operative was alert and helpful”
Gore-Tex trainers let in water and were not accepted as faulty after wear.
“These trainers let in water”
Recent shoes fit poorly with uneven gaps and a leather bulge.
“They were too tight around the toes”
Boot zip positioned too far forward making boots hard to put on.
“The zip is way too far forward”
Damaged sandals arrived and refund was reduced for postage despite fault.
“They were a terrible state when I received them”
In-store staff were rude, physical and unwelcoming during visit.
“Shoes shoved into my fiancée’s chest by a member of staff”
Soles have disintegrated on several barely worn pairs, causing embarrassment.
“Disintegrating soles a common problem.”
Returns policy deducts outbound and return postage, leaving customers out of pocket.
“Be very careful of their returns policy.”
Sandals arrived with a chemical smell and didn't seem to be leather.
“The stench from the box was horrific!”
Reviewer finds Hotter shoes consistently comfortable for a pensioner.
“Love Hotter shoes always comfortable”
Mist GTX shoes are comfortable, hard-wearing, and of good quality.
“Good quality, good service.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Hotter Shoes is a British footwear retailer that designs and sells shoes, boots, and slippers online and through physical stores. Its product pages include sizing details, and it offers a store locator for in-person fittings. Customers can order online, choose delivery options, and use a returns process. Support is available by phone and in stores for fitting advice and after-sale questions.