A lot of companies need to learn this lesson. A satisfied customer will tell their close friends, but an unsatisfied customer will tell the whole world !!
They may be trying to redeem themselves. When I ordered my pair of Sparrow Customs, they answered my questions courteously. They took forever with my order though. The boots themselves were a tad big. They seemed more like 9 1/2 than the 9 I ordered. I also have a pair of Fugawee shoes from St. Augustine Textiles.