First: I love the actual shoes that are made by Spring Step. I've worn them for years at my mostly-standing-and-walking hospital job. They are extremely comfortable and stylish. So in May I ordered 3 pairs directly from SpringStepShoes.com, along with the $7.96 "Free Returns and Shipping Protection", as I ordered a couple of different sizes. About a week later they refunded one of the pairs, because it was out of stock despite being shown as available on their website. Then they sent me a pair of shoes in a size that I didn't order. Then they told me that another one of the pairs of shoes that showed in-stock was also unavailable and refunded that. THEN they said that the remaining pair was not going to be available until late August which was totally not OK, and I had to ask multiple times for them to refund that, which they finally did. I'm still waiting to see if they will grant my request to refund the $7.96 return shipping/package protection since the only thing they sent me was something I didn't order and couldn't use, and I received nothing of what I ordered. So: I will continue to purchase Spring Step shoes, but never again from their website ..