I must have purchased more than forty pairs of boots and shoes from Hotter over the last ten years, and I have no complaints whatever. I have found their staff very helpful, their deliveries often next day, and their refunds prompt. Their products are wonderfully comfortable to wear and I have never had any problem with quality. A frequently worn pair of shoes will last two to three years, and even the older shoes are easy to keep looking good with the use of the excellent renovating polish, which I think is the best shoe treatment on the market, so no complaints about how long they last. I have had four operations on my feet, and now I rarely wear any other brand. The fact that the insoles can be replaced is a bonus, and I cannot understand why anyone complains about them coming out when shoes are taken off. This has only happened to me when wearing summer shoes with bare feet, when the insole sticks to the feet, and can be remedied by rubbing a little talcum over clean feet before putting the shoes on. It never happens when socks or tights are worn. I have no connection whatever to Hotter, but I am a retired businesswoman, and I simply cannot stand back and see some of these criticisms go unchallenged. Some critics may indeed have grounds for complaint, but they should contact the Managing Director if they feel their complaint is not being taken seriously, not trash the reputation of a good British company like this. After all, out of all the tens of thousands of customers Hotter must have, only 154 comments have three or fewer stars. So clearly, for everyone who feels the need to make a negative public comment rather than a constructive complaint to senior management, there are tens of thousands of happy customers who, like me, simply show their appreciation of Hotter by buying again and again.