Hmmm. I had an issue with them this summer, although on a much smaller scale. It boiled down to nearly $10 for shipping one pair of shorts, and it took 16 days from the day I ordered them until the day I received them (no, they were not backordered). Many, many emails later, they did finally refund my shipping cost (I had requested a refund of "part or all" of my shipping). I kept getting the runaround about what shipping method was described on the website, what method was used, how long it should have taken, whether the shipping time includes the time it took them to get off their butts and actually send them, .....

Overall - not satisfied with their customer service. Probably not enough to actually say I'd never buy from them again, but I'm trying to avoid it.

Sorry to hear about your mess. That stinks! Possibly the company has gotten too big to perform efficiently? Inexcusable.