I've had some pretty shady experiences with them, but they always deliver. My definition of shady is:
- Told jersey order for 18 would be about 4 weeks.
- Checked back in 4 weeks. Said it was crazy busy at stitching place. Another 2 weeks.
- Check back in 2 weeks, they say they're finally ready for pick-up.
- Find out at home that a third of the jerseys aren't even completed.
- Return them, another 2 week wait.
- Get them back. The don't apologize, but rather say that due to my numerous "modifications" that they took so long.
- I look back at the email thread. Nothing deviated or was requested differently from first email.
Their customer service can be pretty frustrating sometimes. That said, they did deliver and if you're a repeat customer like I am, you get access to some bananas deals. I'm talking huge discounts. But, you need to be a pretty regular customer.
I'd be interested to see what the exact problem and what you tried to fix it was. Because I can't see them refusing service like that, no matter how annoying they are. In the absolute worst case, if the skates are within warranty they can send it back on your behalf, but they're not entitled to replace them on the spot unless they're told so by the manufacturer, IIRC.