I ordered two pairs of trainers from Sarenza and the order and delivery went smoothly. I paid in advance through PayPal and the ordered was delivered. This is where the nightmare begins. After I received the shoes, I found they were too small. I then went to the website to process a return but for some reason they would only process a return for one pair and not two. I emailed several times, to which I got no reply. After many attempts to reach them by phone I finally talked to customer service (Maria) and she assured me that I can send both pairs back and would receive a full refund. When the return was processed I only got a refund for one pair of shoes. Emailing to resolve the problem was not successful. I had to try multiple times again to reach someone by phone. They refused to refund me the outstanding 82.50 CHF so I asked them to return the second pair of shoes. They could not because the sold them...a second time. I then filed a dispute with PayPal, to which they did not respond, and finally got a credit for the outstanding amount. You would think that this would be the end of the story but it is not. Sarenza, in all their ineptitude, filed a non-paying, delinquent account complaint with a credit agency for the full amount of 165.00 CHF! I then had to prove my innocence by forwarding the agency all my receipts, proof of initial payment, return, and partial refund. Save yourself the headaches and huge waste of time, avoid Sarenza at all costs. If you ever need them to resolve anything you be dropped like a hot potato.