1. Customer service agents who either don't read emails properly or do...its very hit and miss. Good luck with who you get. One said the turn over of staff is high and this says to me the issue doesn't sit with the agents, its the employer. I work in e-commerce and know how it works. Agents are not being quality checked or trained properly. It feels like the wild west. 2. They don't care about mess ups. I got an already worn (stunk of perfume and was pre washed and shrunk knitwear by some other customer). It wasn't handled well. 3. I have for the last 18 months spent more time with customer service hassle than actually choosing clothes. overall, its not the agents. its the sloppy, lazy narcissism of the brand