I've been buying TUK shoes for years and have never bought a shoe that didn't fit or wasn't what I expected. Was surprised to see so many negative reviews. Have never used their customer service but I guess I've just had luck. I have relatively large feet, in their shoes a W11, and when I order a pair I confidently know I'm getting a shoe that 1 - fits and 2 - is comfortable to wear. Something I haven't had much luck with when I've bought Docs or other boots.