I've contacted twice in the past--once successfully (I got store credit), and once unsuccessfully (I'd already washed the shirt before realizing the fabric was not the same as the one I'd backed). The general tone of the correspondence was: we'll take just about anything back that hasn't been washed or worn. They didn't seem particularly concerned with any quality control or quality improvement initiatives, or feedback regarding the customer experience when things go wrong. While those weren't particularly pleasant experiences, they weren't bad either. I still order from them, but less often. The truth is, it's a huge disappointment to us when we receive something that we'd "backed" and waited anxiously for--more so than other items we purchase. In spite of this, Gustin's business seems to be growing by leaps and bounds. Though we're quick to post our complaints and concerns here, I don't think enough people are requesting returns for Gustin to really consider changing anything in the QC department.