The customer service representative was extremely defensive when I called to tell them that Dr. Comfort made a mistake on an order. I explained in a calm and rational manner that Dr. Comfort sent us three gel inserts instead of the three heat moldeable inserts that I clearly marked on the order form. However, the rep continued to insist that we marked three gel inserts and even had the nerve to tell us that we had to ship the gel inserts back in order for them to credit back the money to our account! THEY screwed up, but they continue to hold their heads high and inconvenience the customer. Basically, this company's customer service reps don't want to talk to you unless you basically kiss up to them. I'd highly recommend that everyone take their business to a worthier company.