I'd posted in another Russell thread last year about how much I love my Russell's. They are the closest thing to walking barefoot I've ever worn (I have the Thula Thulas). I ordered them last August to make sure I had them in plenty of time for Safari this August and got them in late November of last year, about two months quicker then I expected them. I was very pleased. And then just over a week ago the sole on the left shoe split (will post a pic soon - it is on another device). I was SO annoyed. What to do??? The split wasn't horrible, but who knew where it would end up? Should I just superglue? At just over a month to Safari I didn't think I had time to get the repair done, besides, I wanted to keep hiking in them. Ugh.... So I decided to email Russell and did last weekend, telling them my situation and asking them what I should so. On Wednesday morning I was at work and received an email back from Joe, VP of Operations. He said he'd been given my email and that I should send the boots back in to his attention and that he would have them repaired, same day, and get them back to me. Oh, and he said to send them next day air and to include the shipping bill and he would reimburse. I had my wonderful wife ship them that day. And by the way, shipping was $106, had I known I would have sent them second day simply because I don't like costing anyone money I don't need too!!! Well, I received a note from Joe on Thursday stating the boots had been received. Yesterday I received tracking information, and today my repaired boots will be back!!! THAT'S GREAT CUSTOMER SERVICE!!!! Oh, and I almost forgot, Ralph, the owner, called me personally on Wednesday to talk to me. Unfortunately for me I was at work and couldn't answer. I will call him back next week though. 1. To thank him for the way he runs hims company. 2. To get his personal opinion if the next set of boots that I now plan on ordering should be made from hippo or buff, assuming I'm successful with both next month. In this day and age of giant corporations it is nice to see a small company that has been around for a long time run like this. Russell now has me as a customer for life. The initial investment is substantial, but with service like this and with how long I believe the boots will last they become "cheap."