I'm a very happy customer with regards to a lot about your company, but I have to say some of the customer service irks me a little: delays at times for orders and replies, mistakes with item orders, and then I'm not even offered to pay for shipping when I need to return said items to be fixed. Of course, the amount is relatively small, especially compared to the volume of my orders, and I like the products enough, but it does seem a bit cheap to not offer paying the shipping. Ultimately it doesn't bother me so much since my initial experiences were good enough that I do have faith it'll all work out, but someone else might not feel that way.
Let me put it this way, I'd rather you take responsibility of these situations, but charge us a little more overall to balance that amount. We understand running businesses leads to logistical problems that can cost you, but rather than keeping the costs low, then use your low cost as a reason to not take entire responsibility for the cases where there are problems (which leads to hidden costs to customers who didn't expect there to be extra costs). It would mean much more customer satisfaction if you just build those into your cost. It would make customers, especially new customers, much less wary of trying you guys out. Of course it's your business, so you should run it how you please, but it seems like quite a lot of posters here who do like your products would agree.
Also I don't understand why you're being snitty to Andy57. He saw the way you responded and worries that dealing with you may lead to him having to deal with rude/impolite communications. It's absolutely his choice, just as it's absolutely your choice not to pay the shipping, so it's a bit hypocritical that you to resent others for criticizing your choice, then have you yourself make sarcastic quips about Andy57's.
So I understand you've made the decision ultimately to not pay for the shipping issues. Fine, whatever. I don't see why you can't just state it matter of factly without sarcasm and derision. It's not very professional, and I really don't think it does anything to strenghten your case. If anything if you had kept it simple, I bet nobody would've questioned it beyond "yeah I wouldn't do that if I were running a company, but whatever".
I recall some customer service related issue a while back, relating to leather jackets or something? I don't know, the company has so many great things going for it, seems a bit disappointing to see. I want to add that I've made thousands of dollars of orders from you, and have cited your company name when I post fits with your stuff, and recommended you to lots of friends who ask me where to get clothes. I think this makes me quite a loyal customer, so I hope you take my opinion not as an attack, but genuine constructive criticism from someone who wants your company to be around for as long as I want to continue ordering clothes.