Never had a problem with their service.
Ordered many items from them with no difficulty. Googling someone's customer service had nothing to do with whether or not their service is bad. We all know the internet is full of poor information.
Did you purchase said item from a closeout our final sale section ?
It's hard for me to find stuff at reasonable prices on some of the overpriced sites, so I ship at motorcycle closeouts.
I do the due diligence of being aware of my size by fitting myself at local shops before I order.
Then I ensure I order the right size..