I placed my order for a pair of shoes and the giveaway item, the weekender tote. They shipped the tote, charged me for the "free" tote and cancelled my shoe order. I tried online chat but due to high volume was disconnected, I called on phone waited for 30minutes, recording said wait time 204 minutes! I sent an email to which I received an immediate reply stating due to high email volume it may take up to 4 days for a reply! I am not happy and very frustrated! I had a bad customer service experience with them before...this will be my last!