For a contrasting point of view, I purchased a pair of CJ shoes from Plal a couple of years ago. The transaction went smoothly and the shoes were arrived in good condition. I purchased another pair, handgrades, shortly thereafter, but they ended up being 1/2 a size too large so I returned them for a smaller size, but they were out of that size and the model was discontinued. I needed a specific shoe and they didn't have it, so I simply asked for a refund. At that time, they offered free shipping to customers for their first exchange (due to sizing uncertainty, I'm guessing). They offered to let me use that free shipping on a subsequent order.
Recently, contacted them to order another pair of handgrades. They confirmed that they had them in stock in my size. When I reminded them of their promise to honor the free shipping (and forwarded the email from the proprieter that unequivocally included their offer to honor it on a subsequent order), they flat out refused. When I asked them to honor it, they said their policy had changed. As a matter of principle, I feel that vendors should honor promises, especially those made prior to their policy change. In good faith, I then offered to split the cost of shipping with them, again, not a matter of money, but principle, and I thought it was a fair gesture on my part. They then told me they had sold the shoes. Our communication was over the course of 4-5 days, so I was not pleased that they sold the shoes. I needed the shoes for an upcoming trip and was unable to get a pair from another vendor in time. I was thoroughly unimpressed with them and their customer service.
Just another point of view. One of the worst experiences, if not the worst, I've ever had with a retailer. I'll never do business with them again.