I've found it frustrating to deal with Meermin. I ordered a pair from the Classics line a few months ago, and requested that they be shipped via National Post to perhaps avoid the import duty that FedEx has charged some people (I'm in Canada). Luisa said that this would be fine, and after I put through the PayPal payment Sandro emailed to let me know me that the shoes would be shipped the following week. A month later I still hadn't heard from them, so I emailed again to ask when the shoes would be shipped. Sandro replied that he would send them the following week, but could he use FedEx, "because it is really easier for us." (He did send them, via FedEx, the following week).
I was very happy with the quality of the first pair I ordered, so I ordered a second pair shortly thereafter. In early December, a few weeks after placing the order, I received a notice that the shoes were ready to ship and paid the PayPal invoice. Sandro emailed thanking me for my payment and letting me know that the shoes would be shipped in 10-15 days. I still hadn't heard from them by the end of last week, so I emailed to follow up and ask when they would send the shoes. Sandro replied, "We are pleased to inform you that your order is ready to ship, Meermin now awaits the finalisation of your payment." (Remember, he had already told me that the shoes were ready to ship, I had already paid, and he had already confirmed my payment). I replied that I had already paid, and could send the receipt for their records, and could they send me my shoes please? Haven't heard back yet.**
These orders have involved a lot of confusing back-and-forth that I've omitted here, but I get the general impression that Meermin is incapable of handling the volume of orders that they're receiving. There have been multiple times where I've had to follow up with them about the status of an order, and it's worrying that Sandro seems not to know that I've already paid for my most recent order.
Good shoes, not-so-good (in my experience) customer service. Sorry for the rant, but other new customers should know what they may have to deal with.
**Update: I just heard from Sandro; he apologized for the mistake and said that the shoes would be sent on Wednesday. Have to give him credit for replying at 7pm on New Year's Eve - poor guy.
Regarding Meermin's recent service, particularly after their opening of a true e-shopping site, I have to agree. I ordered shoes in early November, received the payment invoice at the end of November (which they claimed would come when the shoes were ready to ship). I paid immediately and then waited for 2.5 weeks with no word. Finally got a tracking number and the package was shipped out in late December, and will finally arrive in the next day or so. They do seem overwhelmed by the volume of their orders and are very slow at the moment.
With that being said, I still appreciate their efforts to be diligent, and they've always been responsive to my messages. I think you just have to chalk it up to a different way of doing business. They are a true small business in that sense, you can't expect the quick responses and efficient logistics of a larger company (but you also avoid the frustrating red-tape/bureaucratic mess of some truly giant big-box stores). Many micro-makers nowadays will have similar delays -- order a leather briefcase custom-made and it'll take a month or two; same with custom watches.