I disagree - I've had great customer service from them when I've called.

You should try calling their customer service number, (888) 676-2660 between 5 AM and 9 PM PST weekdays to resolve your problem. Good luck.

I ordered shoes from them that were entirely too small. Entirely. I insisted on a postage paid return label because "the shoes weren't as advertised", ie: no way were these shoes a size 9 and questionable if they were even a size 8. It seems that they have limited English speaking customer service reps so I had a hard time explaining the issue with them. In the end, they paid for return shipping and I was quick to get my credit card adjusted. But, I won't buy from them again because of the return policy.

Same as Angela I have had great customer service thw two times I called. I have been answered also for emails

I found this company to be very sketchy... and that is keeping it mild. I am not confident that you will actually get someone who work, that has willingness to help you. Simply, they just don't care and their "customer service" is among the worst. You might consider sending the item back... but this company makes the customer pay for return shipping. Yes, you will lose some money on paying for the return, but at least you won't have the aggravation of dealing with this really bad company. Sorry this happened to you... but I also learned my lesson by losing some money. Best wishes.

This site has the poorest customer service ever.