Back in January, I received a pair of Nisolo Everyday Chelsea Boots. I haven't worn then a ton, but I noticed maybe a month ago that the rubber sole on the toe was coming up (I noticed because it caused me to trip). I contacted the company and they offered to reimburse the cost of having a cobbler fix it, or to give me a full refund. I had been hoping to exchange them but the refund wouldn't cover that because I had bought them on sale. I took them to a cobbler. He reglued the sole and added a nail. He only charged me $4, so I didn't seek reimbursement. A couple weeks later, I noticed the rubber was now coming up from the heel on the same boot that had the toe fixed. Further investigation showed that the second boot was also having this issue on the heel. I contacted customer service again. They asked for photos, which I sent- including one that showed they are still in very good condition, and one that showed where they had been repaired because even with regluing and a nail being added, the rubber is starting to come up again. Again, they offered to reimburse the cobblers cost for fixing, or a full refund. I emailed back to explain that I had already had them fixed at a cobbler and now they were having more issues. I explained that I was seeking an exchange since a refund would not cover the cost of a new pair, and that I was worried about the safety hazard of the rubber coming up. They did then offer to exchange them and sent me a return label. It took three times, and asking expressly for them to offer to exchange a product they acknowledged was defective. I'm glad they finally did, but frustrated it took all of that to get there. I am including the photos I sent them.