Logistical Nightmare
Company ran into shipping delays after their Black Friday sale, which they failed to notify me about. After some back-and-forth, I received my order after two weeks. Upon receipt, I opened the package to reveal that they had sent both the wrong item AND the wrong size. Their online return infrastructure is not set up for this, and in addition to not allowing me to trigger a return without a bunch of questions and photos, it's only allowing me to select "store credit" as a return option, which then requires me to select another item to replace the one I received. As my original purchase has since gone out of stock, I cannot even get what I ordered. Customer service is giving me ambiguous directions to go through the motions (which don't even cover the extra steps of selecting a new item), and are refusing to remedy the situation in any sort of normal way (like, for example, refunding me and giving me a return shipping label, without all of these extra steps that are likely to result in them sending something else I don't want). On a $400 purchase, given what I've seen so far, I don't want to risk it on a vague promise that if I follow their weird directions (which include agreeing to receive a new item), they'll manually fix everything later.
At this point, my only apparent recourse is to trigger a chargeback with my credit card company. Stay away from Del Toro. They're expensive shoes and their customer service is abysmal.
Update: I'm upgrading this to two stars. They eventually refunded my money, without a chargeback being required. However, from purchasing the product, to getting the wrong item, to getting a refund, took 46 days, and 13 emails back and forth. Unacceptable in this decade.