RUDE customer service from Hotter shoes

grunnie

I placed 2 orders from Hotter shoes and both were dispatched on the 11th. I found 1 order which had been delivered on Monday in the greenhouse and as the 2 nd order hadn't been delivered by today I phoned Hotter. I got a very very nasty person on the phone who yelled at me to look around my garden and that the order had been left in my shed on Saturday. He kept shouting " are you refusing to look around your garden!" your order is in your shed. I can't access the tracking but he said it showed it had been left in my shed.
Hotter- I don't liked being yelled at down the phone and no I do not have my parcel of shoes in my garden.
Hope they read this!!

jacques_chirac

Sorry, I'm sensing some exaggeration here. Hotter tend to be quite a friendly, informal company, and if one of their call centre staff was yelling and shouting at someone I would expect someone to step in.

Did you ask to speak to a supervisor? They will be able to listen to the conversation and get the full picture of what happened.

michaelvintner

Have you looked in your shed?.

grunnie

michaelvintner wrote: »

Have you looked in your shed?.

Yes and searched the whole garden but the shed is always locked and I was at home all day Saturday when it was supposed to be delivered. I tried to explain the the other order which we have received was left in the greenhouse but he was still yelling at me to go and search my garden.
Hope I haven't lost my shoes and money. Won't be buying from them again.

grunnie

jacques_chirac wrote: »

Sorry, I'm sensing some exaggeration here. Hotter tend to be quite a friendly, informal company, and if one of their call centre staff was yelling and shouting at someone I would expect someone to step in.

Did you ask to speak to a supervisor? They will be able to listen to the conversation and get the full picture of what happened.

I was surprised too by his attitude and was too upset to ask to speak to a supervisor ( didn't know that you could) as he just kept yelling louder and louder. He was very nasty and said that I DID have the shoes.
And no I was not exaggerating. I couldn't believe how I was treated.

grunnie

I have tried to contact My Hermes which is the delivery company but they state I have to contact Hotter and Hotter will contact them.

fluffnutter

grunnie wrote: »

I have tried to contact My Hermes which is the delivery company but they state I have to contact Hotter and Hotter will contact them.

That's true. Your contract is with Hotter and it's they who should be resolving this for you, including replacing your goods if they don't turn up.

As an aside, couriers get a bit of a bad press, deservedly so IMO. MyHermes don't seem to be the worse but there are still plenty of complaints about them.

MelK

Hi I'm Mel Killilea the PR Manager at Hotter. I'm sorry that you have been upset and I would be more than happy to look into this for you. Please email your details to [EMAIL="weloveshoes@hotter.com"]weloveshoes@hotter.com[/EMAIL] . I can assure you that we aim to deliver excellent customer service and I would like to restore your faith in our company and make sure your shoes have been delivered so you can enjoy them.

mattyprice4004

Unusual for Hotter, I have contacts 'inside' and call quality is a big target there.

HiToAll

Wouldn't surprise me with courier firms saying one thing and doing another. Years ago I ordered a package from Littlewoods (haven't done so since) and didn't arrive. Phoned up and they said to me that from the delivery note 'it has been left in your garage', and have I looked.

I said that i would first have to build a garage on my property before i could look in it.
To be fair they did send a new item out which came within a few days, and who knows what happened with the first item.

grunnie

MelK wrote: »

Hi I'm Mel Killilea the PR Manager at Hotter. I'm sorry that you have been upset and I would be more than happy to look into this for you. Please email your details to [EMAIL="weloveshoes@hotter.com"]weloveshoes@hotter.com[/EMAIL] . I can assure you that we aim to deliver excellent customer service and I would like to restore your faith in our company and make sure your shoes have been delivered so you can enjoy them.

Thank you for your email but I have tracked down my shoes.

Knowing that the shoes were not in my garden I decided to do a bit of detective work. This morning I took my postcode and looked up all the streets with a different last letter and went and knocked on the doors of all of them with my house number. Felt a bit silly at first but after a few houses tried the shoes were sitting in a shed 1 street down from me and did have the correct address for me. So shoes found and a big black mark for the delivery firm.
The shoes fit perfectly and match the dress for the wedding so all happy here.