This is my first pair of Keen boots. I had to return the first pair as they were too small in the size I normally wear with my other boots. Keen paid for the return shipping and discounted the replacement size larger boots by 20% and still honored the free shipping. My customer service experience with this company is just second to none! As for the boots, the break in time seemed pretty minimal and the quality appears to be very good. I've gone on four 3 mile hikes on rough terrain and they have performed very well so far.