I too have had some experience with FJ customer service and all I can say is that they are, without a doubt, one of the best companies with regard to understanding that without satisfied customers, they do not have a competitive, sustainable business model. In my case, a pair of Dry Joys delaminated (sole and toe area on right shoe came apart) after a year of wear - I boxed them up, typed out a note, and sent it off to customer service asking what could be done. The company replaced the shoes without question and had replacement shoes in my possession within 48 hours!
These folks understand that your experience is the life line of their business - Unfortunately, I have had disappointing customer service experiences with other companies with the result being they no longer count me as a customer.
Give the customer service team a chance and I am sure they will make you smile!