The simple answer is… Nothing!
One is oozing customer service and the other has none!
Caring for people in their 80’s often means a trip to Budgens ( a small supermarket chain) and helping them on with their Hotter shoes.
My most recent interaction with both of these resulted in two things.
One: A phone call from me on behalf of my client to thank them for their consistently caring customer service and Two: Yet another email of frustration.
To say Hotter Shoes gave me the cold shoulder is an understatement.
Here is what I was complaining about.
Hard to be clearer than that.
Of course all shoes, over time, suffer from wear and tear but these soles were just…well…see for yourselves.
A local shop, selling Hotter shoes, told me this…Wait for it…
‘Has she worn them much?’
‘Probably not by the look of them’
‘Ah well, that’s the problem. They will disintegrate if you DON’T WEAR THEM.’
I have to tell you I wasn’t feeling particularly down that day but this totally lifted my spirits. I started to laugh so hard I got stitch.
Then I looked at the assistant. She was serious.
‘Really?’ I asked.
‘Oh yes. You will have to speak to Hotter if you have a problem.’
If I have a problem…
Customer service? Zero. Unless you consider a good laugh…
So I emailed Hotter shoes explaining that their shoes had been purchased by mail order and they needed to be replaced.
Here are some extracts from emails from HOTTER.
Dear Ms Ducal Thank you for your recent email to Hotter on behalf of ****** There is more than one black pair on record, but from the pictures I cannot identify the style. If you have any more information as to the style and size of the black shoes, it would be helpful to us. If you would like to return the shoes for inspection as faulty, we would be happy to look at them. ** They offered to send a pre paid postage label. It never arrived. Oh and they can't identify their own products?!
So I emailed again.
Dear Ms Ducal
Thank you for your recent email.
Please accept my apologies that a returns label has not yet been received.
I have arranged for another returns label to be sent out today, this will be delivered shortly.
With regards to the Black and Beige (there were 2 more pairs with same problem) pair that have experienced a similar problem, if an item develops a potential fault, in the first instance, we would advise to return it to the point of purchase for inspection and further advice.
If the shoes were purchased directly from our mail order department, we will hold a record of the purchase on ***** account. In order for us to check our records, we would be grateful if you could provide the name of these shoes, the style name should be printed inside. (Yes. I already told them they were purchased from mail order)
Once we have been able to establish a record of purchase for these shoes, we will be able to advise further.
If the shoes were purchased from an independent retailer, they would need to be returned to that retailer as the record of purchase would be held with them. (Stop stalling!)
I trust the above information is helpful to you.
So, I don’t know if Hotter ever got their act together but just know this.
One her favourite dresses she couldn’t wear because the shoes she wore with it were not longer wearable.
Budgens staff however could not have been nicer. They greeted my client like a long lost friend/royalty every time she went in.
They made her daily trip to the local shop a real pleasure.
Since the lady in question passed away last month I rang the shop to say thank you for their unstinting customer service.
Hotter? Well, let’s see what they have to say for themselves now!
P.S. Since writing this I have discovered that Hotter have indeed sent a refund for the faulty shoes. I still wonder if anyone else has had this experience or was this lady just incredibly unlucky? Meanwhile someone should speak to that shop assistant. 😉