Hotter Shoes - Customer Discomfort Concept

Dateline... August 2009

First... Hotter's weasel words

We know how important it is to have happy feet and we want your feet to be as comfy as can be, which is why it gives us a warm glow to know that every pair of shoes which leaves our UK factory is backed by our 100% Happy Guarantee.  We hope our shoes make your feet happy … smile after smile!

Why choose Hotter shoes?

Our British craftsmen demand the highest quality materials to work their magic, so we've chosen the world's finest leathers to give your feet the flexible, breathable comfort they deserve.

We've added all those little, but oh so important, features which guarantee your total comfort from the moment you slide your feet into your first pair of Hotter shoes: padded ankle supports; smooth internal seams; whisper-soft leather uppers; deep comfort cushioning; plenty of toe-flexing room and removable, breathable leather insoles. And that’s without mentioning the millions of tiny bubbles that are carefully hidden in every shock absorbing sole – so you really are walking on air! 

Order our comfy shoes in confidence

We realise that getting just the right shoe and fit is really important, and we want to assure you that you can order from Hotter with complete confidence. If for any reason you’re not 100% happy we will be pleased to refund or exchange your purchase:

Exchanges: If you'd like to exchange for an alternative then of course you can exchange your item(s) with FREE return postage.

Returns: If you can't decide on an alternative pair of comfy shoes and would like a refund then you can still return your items to us, no problem. Once we've received your returned items we'll refund your money minus £2.20 to cover return postage.

All we ask is that you return your items to us, in perfect condition and in their original packaging, within 90 days from receipt.

We've recently reviewed how Exchanges and Returns are sent back to us, and after listening to your comments, we have now changed our procedures - so if you are returning goods, they should now be sent via your local Post Office following the instructions detailed within your parcel.

The first step towards happy feet is having confidence in our service to you and I can assure you that everyone at Hotter is focused on delivering a happy and comfortable shopping experience that will leave you 100% happy – guaranteed!

And now as it really is...

Hotter Shoes... emails sent and received.

Reading from the bottom up of this section is advised!


Date: Mon, 17 Aug 2009 19:12:49 +0100

Hi Christine Saint,

I wasn't seeking a refund for the shoes; they will wear in if I wear
thick socks. Eventually they will be OK, most likely.

I just asked for your thoughts on the matter as to why my 'comfort'
shoes produced blisters.  You should know I've now been stuck at home
for three days waiting for my feet to heal; it shouldn't be this way!

Surprise as it may be for you, I don't want money-off vouchers or
compensation or a refund. I just wanted to be taken seriously and
someone at your end to show real, rather than feigned, concern. The
weasel words you utter do you no service. Your company's concern may
have been shown by asking for the shoes to be sent back so you could
look to see what's gone wrong, but no; I get platitudes,  patronizing
and disinformation about my consumer rights. And your lack of concern
makes me cross.

Being cross spurs me on to do things... Since your advertising stresses
the 'comfort' aspect of your shoes, it is clearly apparent to me the
Hotter Comfort Concept branding is poorly conceived.  I've made a
suggested update to your website for you
http://activitae.com/shoes.htm . You can use this web page freely if you
wish. It is in a place where I pillory companies making an inadequate
response to customer service. You can join UPS! The Unacceptable Parcel
Service.

And you do know don't you, the Sale of Goods Act gives me more scope
than you entertain in your returns policy? Your policy is a tad too
restrictive and seeks to deny my lawful rights; tut, tut, naughty,
naughty! I ask how one can know that the shoes one buys will be
unsuitable, in that they give blisters, before they have been worn? Your
'unworn' criterion for replacement/refund is unattainable and therefore
unfairly restrictive of my rights. Your management may need to revisit
this policy... methinks.

Additionally, I'll post to the BBC's Working Lunch programme, (where
Hotter once impressed ... remember?), to let them know what an
empty-promise company you have become. And since that Good Ol' Boy
Adrian Chiles, once admired of Working Lunch, now fronts The One Show
I'll send a copy of this email to them too. Perhaps that nice Uncle Dom
can have a look at you.

Oh, and my website gets indexed by Google weekly, but don't worry - all
publicity is good publicity isn't it? Well let's hope it is.

Angela Slaney


PS this is getting bigger - who knows where it will lead Christine? Your
boss may need to Know! 


On Mon, 2009-08-17 at 13:12 +0100, Customer Service - Hotter Comfort
Concept wrote: 
> Customer Reference: 970018
> 
>  
> 
> Order Reference: NE0264
> 
>  
> 
> Dear Ms Slaney
> 
>  
> 
> Thank you for your e-mail correspondence with Hotter Comfort Concept shoes.
> 
>  
> 
> Our returns policy in line with our 100% Happy Guarantee applies to all purchases made after the 24th January, and requests that if goods are being returned, that they must be in perfect condition ie unworn and in their original packaging, within 90 days of receipt. 
> 
>  
> 
> I appreciate that you are disappointment with the comfort, however as the goods referred to in your enquiry have now been worn, we regret that we are unable to accept the return of these items on this occasion.
> 
>  
> 
> If you wish to discuss this further or have any further enquiries, please do not hesitate to contact one of our Customer Service Advisors who will be pleased to assist you on freephone 0800 525 893 (8am - 8pm Monday to Friday, 9am - 5pm Saturday and 10am - 3pm Sunday), or alternatively freefax 0800 389 3976 or simply click on the following link to contact us by email: www.hottershoes.com/hottersite/pages/contact/contact.asp   
> 
>  
> 
> Yours sincerely
> 
>  
> 
> Christine Saint
> 
>  
> 
> Sales Support Administrator 
> 
> 
> ________________________________
> 
> From: Angela Slaney [mailto:angela@xxxxxxxxxxxxxxxxx]
> Sent: Sat 15/08/2009 10:16
> To: Customer Service - Hotter Comfort Concept
> Subject: RE: Dream blisters!!
> 
> 
> 
> Hi,
> 
> 
> Thanks for your reply. The shoes were were bought earlier this year via
> phoning your sales line at a time when you had a half-price sale on. I
> also bought a hand-bag.
> 
> My address is [removed]
> 
> I append a photo of said shoe and left heel to show lack of Hotter
> comfort!
> 
> 
> Angela Slaney

 
> On Sat, 2009-08-15 at 09:13 +0100, Customer Service - Hotter Comfort
> Concept wrote:
> > Dear Ms Slaney
> > 
> > Thank you for your recent correspondence with Hotter Comfort Concept.
> > 
> > Please accept my apologies for the problems you are experiencing with your purchase of our Dream shoes.
> > 
> > Unfortunately I am unable to advise you further regarding this matter as I cannot find any customer details with the information provided. If the shoes were purchased directly from us via Mail Order please get in contact with us to provide your address details with post code, I will then be able to find your customer account and advise you further regarding this item.
> > 
> > If the shoes were purchased from an independent retailer, in the first instance we would advise to contact that retailer directly in order to find out their returns policy.
> > 
> > I am sorry I could not be of further help regarding this matter at this time.
> > 
> >
> > If you have any further enquiries please don't hesitate to contact us either by telephone - 0800 525 893, fax - 0800 389 3976 or via e-mail www.hottershoes.com/hottersite/pages/contact/contact.asp
> >
> > Yours sincerely
> >
> > 
> >
> >
> >
> > Craig Norton
> >
> > Sales Support Administrator
> >
> >
> > ________________________________
> >
> > From: Angela Slaney [mailto:angela@xxxxxxxxxxx]
> > Sent: Thu 13/08/2009 14:51
> > To: Customer Service - Hotter Comfort Concept
> > Subject: Dream blisters!!
> >
> >
> >
> > I buy into the comfort concept propagated by your advertising team. So
> > just having walked about 3.5 miles along Seaford promenade wearing a
> > pair of Dream size 8, wide fitting shoes and having developed a large
> > blister on my left heel, a small blister on my right heel, a large
> > blister on both my left and right small toes, four blisters in all, I am
> > less than happy with Hotter Comfort right now.
> >
> > What do you have to say for yourselves?
> >
> > Angela Slaney

Isn't it amazing what a little public pillory can do?

Well, the letter is a nice try, even if a little late.

However, I wonder when they'll spot that the real issue with Hotter is the weasel words in their publicity. After all, if a company only makes realistic, fundamentally honest claims about their product, then we poor punters would not have much to complain about would we?
What about...

If Hotter decide to stop treating us like morons with their unbelievable claims in their publicity blurb, they are free to use the suggestion above.

The End Game

Date: 	Fri, 04 Sep 2009 12:14:33 +0100

G'day Diane,
        
        I posted my Dream shoes - the ones that caused blisters - remember -
        back to you on the 24th August. It is now 4 September; I think time
        enough has passed for Hotter to scrutinise them, don't you, so when may
        I expect the result of your deliberations please?
        
        Regards,
        
        
        Angela Slaney

Date: 	Fri, 4 Sep 2009 13:14:20 +0100

Dear Angela
        
        Thank you for returning your shoes to us, I received them today, in my
        office.  I will get them inspected this afternoon, and contact you with
        the outcome.
        
        Kind regards.
        Diane

Mmm, must be a bit like sleepy hollow down-stairs in 'goods inwards'.

Date: 	Fri, 4 Sep 2009 14:04:52 +0100

Dear Angela
        
        Your shoes have been passed to our Quality Assurance Manager, Steven
        Stewart who would like to discuss the matter with you.  
        
        Unfortunately, I have been unable to contact you by telephone, would you
        please contact Steven Stewart on 01695 712725.  
        
        Thank you.
        
        Kind regards.
        Diane
        

Date: 	Mon, 07 Sep 2009 12:09:52 +0100
        
        Hi Diane,
        
        Thank you for your email.
        
        I am sorry Diane, but communication by phone is off limits; as you know,
        I am keeping an on-line blog of the happenings with Hotter and myself,
        and I do not wish to misrepresent the views of your staff within the
        blog. It is so easy to unintentionally misreport verbal conversations -
        even when working from a recording - don't you think? I would not wish
        to be accused of libel by any of your colleagues. 
        
        If your QA manager would care to contact me by email I will do my best
        to answer his questions.
        
        Kind regards,
        
        Angela Slaney

So there we have it; Hotter make a tacit admission that not all Hotter shoes suite all people. That kind of makes a mockery of the '100% happy feet' advertising strap line.
Also, Hotter make an unvoiced acceptance that the Sales of Goods Act applies to shoes. Remember folks, attempts to limit returns, even after wear is unlawful. IMHO

Date: 	Thu, 10 Sep 2009 09:59:51 +0100


Diane,

Thank you for returning my shoes. The postman was quite excited. He
thought I must be in very urgent need for shoes and was intrigued to
know why they were delivered special delivery. It was a little over the
top, I feel, but thank you, and for the refund. 

I anticipated the refund; the Law gives me that right, but the shoes being
returned as well was a bonus; thank you. I can now wear them for cycling
and at other times I have no distance to walk.

Your records may show I've been buying hotter shoes for some time;
around 80% of the shoes I own are Hotter made. Normally, I have only
small problems. 

I'm only a retired bus-driver, so what do I know, but have you
considered that the 'millions of tiny bubbles' you foam the insole with
are too many? If the insole had less restitution, then my heels would
not rise and fall quite so much within the shoe. There then would be
less rubbing and less blistering. But I am sure your technical team are
on to this.

Finally, Diane, I do feel that Hotter have customer service issues and
also issues with the hyperbolic copy that appears in your company's
publicity. So as a final word on the matter, I offer your MD or Company
Chair the right of reply, as a footnote to the saga that I have just
updated at http://activitae.com/comment.htm 

Kind regards,


Angela Slaney

Final Comment

If the Managing Director or Hotter Group Chairman care to write with their comments on what they take away from this saga I would be happy to publish it - un-embelished - (I promise), in the space below.

Placeholder for Hotter's comment...

Post Script

September 2010

Well... nothing was ever received from the boss; either he didn't care or didn't dare; not sure which. Shame on him and his company! (Although, to be fair, this site's server dropped offline shortly after I had left for a 5 month stint in New Zealand, starting late October 2009; so perhaps the boss thought I'd gone away. No such luck for him though!)

However, dear reader, I do have a couple of things to report since writing this a year ago. One is that Hotter, rather pettily in my view, took my name off their mailing list! So if you want to stop all that unnecessary dross they seeem to send every eight weeks or so... complain and put up a web page!

The second thing to note is that Hotter now have a proper customer complaints manager. That is perhaps just as well, as visitors continue to find this page after googling 'hotter problems', or similar.

Update September 2011:

I've moved on after finding Padders shoes. Not such an extensive range but with wide fitting and slightly more sensible prices.
And this link has Hotter shoes cheaper than Hotter Shoes, (if you see what I mean).

Good luck everyone.