I love this brand of shoes. I just bought 3 pairs and over the years I have probably bought 20 pairs from them but this was an online purchase and it has not been smooth. First, the 3 pairs were supposed to be 5 pairs (no – not all for me!) and the shipping notice made no mention of the missing pairs of shoes. Were they coming later? Ever? Not in the mood for a mystery I tracked down the customer service email and asked the question. That was a week ago and I have yet to get a response — or the shoes. So the dilemma remains – what do you do when the product is great but the service is subpar? I think I will be trekking to the mall – which is a shame. They have forced me to choose a channel based on their incompetence not my preference and they have probably lost multiple sales in the process since I shop online far more often then I get to the mall. I am also much more likely to try an online competitor who gets the online process. If I have a good experience with the new competitor then maybe I won’t love my former favorite so much anymore. Too bad for them. Don’t throw away