I ordered my first pair of Hotter Shoes on May 26, 2015 and waited with anticipation for the shoes to arrive. The first communication after order confirmation I received indicated the shoes were back-ordered and expected to be available June15. On June 6, I received another email indicating the shoes would not be available until July 20. This was cutting it very close to a planned trip on which I'd hoped to wear the shoes, so I emailed to ask if the shipping could be upgraded to expedited, since I'd been waiting so long for the shoes. Only if I paid an additional $20, was the reply. The message went on to say, the shoes should arrive in 14 days. So I waited. On July 17, I received an email indicating there was a "payment failure". Interesting, I thought. So I called PayPal to inquire about the issue. PayPal indicated the transaction had never been "processed" The payment was on hold awaiting Hotter to process the transaction. The woman gave me a transaction ID number to use when contacting Hotter. Next I called Hotter USA, the agent there said there was a payment failure and I shared with her the communication I had with PayPal. She took the transaction number, placed me on hold, returned and said to me the transaction had gone through. I asked about having the shoes shipping expedited - again, $20, but she thought though it may be "tight" the shoes would arrive before my departure on July 25. OK, I waited - then, I traveled. Upon return, there were still the shoes had not been delivered. I called again on August 10. The agent and I reviewed the multiple interactions I've had with Hotter Customer Service and I asked to speak with a supervisor. The agent indicated to me the shoes would ship, but that things had gotten behind due to a current sale - "it 's busy"! Wow - I thought, now I have to wait until those who ordered shoes during the current sale are all taken care of - that did not make sense. So, I asked to be contacted by a supervisor. He called - I missed the call but caught up with Kyle on August 18. Still no shoes, by the way. He told me I was told several times that a new payment by credit card would have to be submitted for the shoes to ship. This is simply not true. He told me they had notified me several times that there was a problem with the payment - also not true. I initialed 5 interactions with Hotter, during one of these interactions was I told there was a problem and during that same interaction, I was told it was cleared up. Once we established there were SEVERAL missed opportunities by Hotter staff to communicate a need for a new payment using a credit card, I agreed to furnish a credit card if the shoes could be expedited. Only for an additional $20 was the response. Silence, then how about $1?. After thinking about it, I determined if it was not worth $20 to Hotter, to apologize and correct the situation for a new customer who orders shoes online several times each year, then customers are not very valuable to Hotter and I should order shoes elsewhere.
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