He is one of the best I have come across. Been in the shoe dept for nearly 15 years, college grad, and has even chuckled about how other stores have missed the mark in customer service.
When I order from AE, I try to get the rep to get someone to personally inspect the shoes before it goes thru AE shipping. Again, it's an extra step - but most reps will say yes to adding a second pair of eyes on what I expect before shipping.
By the way - what is your closest Nordstroms full department store? Perhaps the manager of mine knows your local manager and can provide a little more service for members from this forum (50+ members here have contacted the manager - all satisfied)