I, fortunately, did not have poor customer service. When I reached out to them for an exchange, I heard back in less than 24 hours and they generously offered for me to keep the original shirt (to give it away) and sent me the new one!
Bad customer service, it takes a week or more to get a response and it isn't germaine to your issue. Its like they select from one of three auto responses to respond to your email. They don't have phone support.