Reviews show a split picture: many customers praise comfort and helpful in-store or phone staff, while a substantial share report product faults (fit, stitching, sole issues) and disappointing refunds or postage deductions. Delivery experiences vary from prompt despatch to long shipping times and refund delays. Several reviewers specifically complain about unwanted mailed catalogues and difficulties stopping them. Before purchasing, check sizing guidance, ask about returns/postage terms and consider trying in store where available to confirm fit.
Examples from available reviews (Sep 2022 – Feb 2026).
They repeatedly send unwanted catalogues and won't stop despite requests.
“They will send you junk mail forever”
Staff spotted a suitable returned item and arranged prompt dispatch and delivery.
“The sales operative was alert and helpful”
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”
Many reviews report helpful, attentive shop and phone staff; several describe poor in-store behaviour or unhelpful service in other cases.
Several reviewers raise concerns about return postage deductions, discounted pricing and refund shortfalls, affecting perceived value for money.
Mixed reports on ordering and delivery: some praise quick despatch and delivery, others cite long shipping times and delayed refunds.
Product comments divide between comfortable, well-made shoes and reports of poor fit, stitching faults, leaking GORE‑TEX and sole disintegration.
A small number of reviews report persistent unwanted catalogues and poor handling of opt-outs by the company.
Overall impressions range from satisfied repeat buyers praising comfort to multiple complaints about quality, returns and customer service.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Reviews (1) · Quotes shortened · As of: February 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 UK footwear retailer focused on comfort-oriented designs across casual and supportive styles. The brand sells through physical stores and direct channels, and customers commonly search for information on fit, durability, returns and delivery when comparing reviews.