We purchased two pairs from Toms.  Both were size women's 8.  One pair was about an inch shorter than the other so I called to request an exchange.  After being on hold for what seemed like forever, I left a message with a recorded promise from them to call back within a couple of business days.  A week went by and nothing . . . Then I called again, this time determined to stay on hold until I spoke to someone.  I finally did and she told me to photograph the two shoes side by side and e-mail it to their warranty department.  I did.  No reply.  Then I finally got a reply from someone who requested I send the shoes back and they would reimburse the shipping costs as well.  But wait . . . there's a catch.  They needed a "request/exchange form" filled out and the link on their website doesn't work and the return address isn't on their website, only on the form you can't download.

All of this has taken a considerable amount of time and patience and their website clearly says exchanges will be accepted only within 30 days.  We're not about to bump up against that deadline so I'll update the board on what happens next.