I placed an order for three pairs of shoes and somehow (I think it was a computer glitch but it's possible that it was an oversight on my part) marked one of the pairs for the wrong size. I noticed the mistake as soon as I received an order confirmation, so I called their customer service number to remedy the issue as soon as possible because their website states that it is not possible to resolve these issues via email. There was no answer so I tried a second time and left a voicemail including my contact info and order number, asking them to get in touch with me as soon as possible (this all happened around 1:30 PM, within their stated customer service hours). They never responded to my phone call so I tried emailing them with all of the pertinent information. The next day, I received an email that said "invoice was not able to be retrieved" and did not address any of my issues. I sent them an email asking them to explain and once again I received a form letter that did not address any of my information. Finally, someone told me that it was too late to retrieve the order because it had already been sent to the warehouse and that I would have to follow normal protocol of returning (which includes providing your own shipping with no reimbursement). I told them repeatedly to cancel my order if they could not resolve it and told me that it was my fault since they don't answer their voicemails. It wasn't until I threatened several times to cancel the charge with my credit card that they were magically able to cancel the order. Overall they were rude and unclear and were already charging me a ridiculous amount for shipping ($9.99 for standard shipping from Chino, CA to Long Beach, CA, a distance of less than 50 miles). If you want to order anything from their site, you can usually find it cheaper at gojane.com, and their customer service is topnotch.
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