From excellent dropping the ball a bit ??

I have now 7 pairs of BARESTEP, the version 3 my last pair, in general stunning to wear, customer service excellent, but on the last lot took ages to deliver, when received nice gift pack (socks and inners), the version 3 was to big, sent all in for swopped out, took ages and only got back the correct shoes, none of the gifted inners, SAD, not hearing from generally excellent customer service, are they getting too BIG now, ???