Backcountry.com's Service IS GREAT
I'm just getting used to the shoes and they exceed my skill level, and have done everything I've asked. I'm a nube, without a climbing store close so I ordered based on reviews. I ended up having to send these back twice to get the right size. I wear a 9.5-10 in most everything, but ended up with a 10.5 and they are still perfectly tight. This would have been a major problem with many outfits, but backcountry.com kept send them out and paying the whole way (2nd Day Air 3 times for outbound and UPS ground twice for returns)
The shoes are great, but are made better by a company with top end customer servicve.