I had a buddy who ordered a customer pair of Russell boots for every day wear. He and his wife measured just like they were told and sent off the measurments and like you said due to the pandemic it took 6-8 months to get said boots. Boots come in and they were like 2 sizes too big so he calls them and they tell him to have someone who knows how to measure feet to measure well the measurments come up virtually identical so Russell said it was a screw up on their behalf and make another pair. After several months of zero communication he called back and they said they hadn't even gotten around to getting started on his boots so he started fussing with the lady who basically said screw you, we will refund you for your boots and put you on our ban list from ever ordering from Russell again. I hear their boots are great and know some folks love them but this seems to be the second bad customer service review and when you are talking about $550+ boots I would expect much better customer service.