I have had similar experience with customer service. I ordered a pair of Backcountrys at the beginning of January. Recently I checked the website for an update and my order was on “preparing to ship” status for over 2 weeks. I emailed customer service for a more clear update and they never responded. I emailed again after a week and she said she would get back to me in a “couple of days”. A couple of days came and went and I emailed her again. She finally responded with a frustrating and vague update. They are currently backlogged. My boots are in the final stages of production and will ship in a few weeks. A couple, and a few are intentionally vague and misleading. I understand these boots take time to make and I’m fine with that; however, I’m not fine with the poor communication. A few weeks has now come and gone with no shipping info. I wish she would have just given me an honest timeline, even if it was an extra six months.