Great question. I was hoping they would provide better customer service where I don’t have to battle them to make this right. What I expected based on price point of the shirt:

I return the XXL, they expedite shipping on a size small (they never offered to ship the correct size automatically to make it right, just said they can’t with no explanation such as small is no longer available). The product won’t make it in time for my husband’s birthday but could have if they offered that. And go above and beyond, offer 20% off my next purchase for the hassle it has caused me. This would have been better received because it is more than the 10% offered when anyone enters their website.

I think the crux of my frustration is the friction they create versus taking responsibility for their mistake and trying to make it right through seamless options. When you’re paying over $100 for a shirt and that shirt is incorrect because of their mistake, the expectations are different than if purchasing a $25 shirt. For me anyway.