My first order size 8 were perfect & beautiful, though ran large, returned for 7 1/2. 2nd pair was missing 2 stitches on the left sole of each shoe and the suede was dingy lots of grey rubbed areas. Returned for another 7 1/2 boot, beautiful except again 2 missing stitches on left side of each boot. I emailed Jonathan Casson at Support, sent him photos and said he was going to send a new pair, I waited 2 weeks and emailed when I did not receive them, he replied the system didn't recognize the exchange as they've switched to a more friendly system so could have been a glitch. I went on the link he sent and now it says I have passed my 30 days to return. They also took away my $25. new client credit. I love my boots except for the missing stitching, haven't worn yet at I was hoping to get a good replacement for how much I spent on these boots, and now not even getting my new client credit. By the way, Jonathan never replied to me after I sent him an email explaining now the website won't accept my exchange. I'm overall very disappointed with this purchase and customer service experience. It would be nice if someone would make this right.