Ordering from the web was painless, and the robe was shipped quickly. However, I've been trying daily to exchange it for a different size and no one answers the phone; and no one returns phone calls. The shipping document very clearly states that customers who want to return a product "MUST CALL FOR A RETURN AUTHORIZATION." They have a great product, but customer service, at least for non-commercial customers is poor at best. Update. The company replied to my comment that they have a form on the website for making returns. I had found the form and have filed it. They are supposed to send me via email a UPS label to print. Update 2. I've now filed the webform twice and still have no reply from the company. I've provided my phone number as well as my email address. This is unfortunate and frustrating because they do have a good product.