Keen customer service is awesome! The shoes on the other hand are not. They were great in honoring the warranty for my first pair, and even the second pair I received that had some material problems. The 3rd pair that they sent me was lacking as well, but was not going to send them back again. The insoles in both shoes were up and out of the shoe, and I cannot get them back down. The shoes are a full size bigger than my normal shoe, and because of the insole issue, my toes are squished.