Customer service has been appalling. I sent e-mails and received no reply. I called numerous times and no-one answered. I messaged on Facebook and got no reply. I commented on a post on Facebook and others commented agreeing that the customer service was terrible and had similar 'service'. I actually didn't want a refund, I wanted to exchange the shoes for another pair that weren't damaged. Now, however, after this experience, I will never order from Rachel Simpson again. To note, I am still waiting on my refund. You really need to sort out your customer service. If zero stars were an option, I would have put that.