I have 4 pairs of OTBT shoes, 3 of which are the same style. I purchased my first pair at an O My Sole store and the other 3 directly from the website. Of the three wedge sandal style pairs, one of them had a piece of the trim peel after the 5th wearing. The woman in charge of customer care had me send a pic of the problem shoe and responded quickly by email. She told me they "do still have this style available in your size and color," and she said I just needed to confirm my address and they would send a new pair "ASAP." After that email, her story changed. They only have a "30 day warranty on our shoes for manufacturers defects." She went on to offer me a 30% off coupon towards my next purchase, saying she had spoken to her manager and had gotten me this offer. I expressed my confusion at the mixed messages. After all, these shoes were about $60 a pair and should have lasted longer than 5 wearings. It seems that this woman was on the right track when she first told me they would replace them, but management above her apparently disagreed. After this, she told me, "I'm so sorry for the confusion. When I went to order it, there wasn't inventory available." She encouraged me to use the coupon on my next order. Unfortunately for them, I have this entire exchange in writing. I would never buy shoes from a company that doesn't back their products and is blatantly dishonest when speaking to customers. This was one of 4 pairs I had purchased; they clearly should have backed it. However, customer care speaks volumes, and OTBT is not going to get my business again.