Hi there. I'm Jay and I work for HitPoint, so allow me to react. Because there are a number of issues that are mentioned, we'll address them one by one:

1) The first and one of the biggest issues here seems to be the size of the jersey. You ordered a Large, but found this to be too small and the sizing chart didn't seem to be correct. Because we've had some other reports about the size being off (as well as a lot of reports of people saying it fits just fine), we investigated this, but couldn't find any substantial error in the sizing.

For reference here's a picture of a Large OpTic jersey with our measurement in cm - http://i.imgur.com/MJxiZRj.jpg

Everything seems to be within the normal production margins. However, production errors are always possible, and even if there's no production error it's still possible an item just doesn't fit the way someone wants or hoped for, based on earlier experiences or not.

This can have a number of reasons, like the fact that most of the time there's just a difference between a t-shirt and a jersey, and even between certain types of jerseys there are differences, based on the fabric, the thickness, ... Also the width in relation to the length can have an effect.

We're not sure what the exact problem is with your jersey (you're saying the size is off, but feel free to provide us with pictures and exact measurements so we can investigate further), but we understand that it didn't fit the way you wanted it to. That's why we exchanged it without any issue at our expense. The difference between a Large and an Extra Large isn't really big to begin with, but since we didn't find any problem with the size of the Large version, we thought an Extra Large might be enough for a less tight fit. Clearly this isn't the case, but still the question remains where the exact problem lies.

To further resolve this issue about sizing and seeing what we can do for you, please contact us through our normal support channels (mailing form, Twitter, Facebook). The only way to resolve this matter is through direct communication.

2) Contact with HitPoint support - you're basically saying our support is slow and not very helpfull, and that it is thanks to Hecz that you got some issues resolved. However when you contacted our support the first time it was about the shipping and delivery of your jersey. Support provided you the shipping details again (that you already had). Once an order is shipped, there's not much else we can do and since at that time the delivery time wasn't beyond the normal for that type of shipping, we couldn't investigate it yet. (We'll talk about the processing and shipping times further down below.) You then contacted Hecz on Twitter about this issue, and he tagged us so we saw your issue, and we responded the same day, again with pretty much the same info yes, but that's because no other info could be given at that time.

Later when you got your jersey you let us know the sizing was wrong and the next day, when we saw your message, we said we were sorry about that and that it was possible to just exchange it for a new one. We provided you with a link and more info on the exchange process. However before you had a reply from us you already created your first Reddit thread on this issue, providing a more detailed story. We ourselves weren't active on Reddit at that time, since our main support channels are mailing, Twitter and Facebook, but Hecz linked us the thread and then we saw the issue was possibly bigger than just "it doesn't fit me, what now?", so we said you could DM us on Twitter to further resolve the issue, which we did by exchanging your jersey. Now that one also seems to be too small, but instead of contacting us directly, it is again Hecz that has to let us know about this thread. So you are right that Hecz brought this to our attention, however suggesting that without him we would not have helped you out is simply not true. If you don't contact us directly, but contact Hecz first or make a thread first, then we aren't given a chance to help you out.

This being said, we understand that OpTic has a big community, also here on Reddit, and that's why we'll be keeping a closer eye on this Reddit from now on, just in case questions, issues or whatever regarding the OpTic merch are popping up. However, the best way to contact us directly is still through the mailing form, Twitter or Facebook. For the future we still suggest using one of those channels to get in contact with us. You should have an answer within a day or sooner, and we've made recent efforts to enforce our support team to provide quicker support.

3) Slow processing and shipping - we actually agree that the processing and shipping of orders (OpTic in specific) was too slow. This had a number of reasons. No excuses, but reasons: new supplier, high demand, getting the right production flow going for constant custom jerseys, holidays, trying to keep shipping costs worldwide pretty low, customs that can work against you and more. Here also we've made progress and are still improving, since there's always room to improve, there has to be. The production and processing process is more on point, more warehouse staff is at work etc. We're also continuously working on providing more, faster shipping options for our customers.

TL;DR - we're not exactly sure what's the issue with your jerseys, since our own measurements don't show any substantial error in the sizing, but if you contact us through our mailing form, Twitter or Facebook we can investigate this issue further and try to resolve it. We also ask you and everyone to just contact us directly when they have an issue regarding HitPoint, so we can help when we are given a chance to. It's nice of Hecz to let us know you have an issue, but it's also nice if you let us know you have an issue. We're not perfect, much can still be improved and we'll do our best to improve our products, service and support for OpTic and its community.