I was pleasantly surprised today! Last July I bought a pair of Brook Cascadia trail shoes and LOVE them. So much, in fact, that last month I bought some Brooks Ghosts for the gym so I can reserve my trail running shoes for, well, trail running. For some reason I picked them up yesterday and looked at the soles, and found that several of the 'cleats' (for lack of a better name) had simply disappeared! It looked like someone had taken a knife and excised that portion of the sole beneath the ball of my foot - very odd indeed. I took them back to my LRS today and walked out with a brand new pair at NO charge - and they aren't cheap! I was hoping for a discount at best, certainly not a free switch. The new shoes are happily tucked away in their box until it is warm enough for me to consider hitting the trails in them. Whatever it was, was quite obviously a factory defect, but I still thought that was a very nice thing the LRS did in this case.