Your reputation is trashed by your failure to act promptly. Like other customers I have had multiple payments taken from my account for 1 pair of shoes. I buy 75% of my shoes from Hotters and so am a regular customer. I’ve never had to complain before. I understand the company is being restructured, redundancies are being made and guess that what’s happening is the result of inept management. What a pity as I would hesitate to buy again. I feel sorry for your staff in customer services, perhaps management should take a shift answering calls, it might focus minds.