I do a fair bit of complaining about companies here, so I should post something positive once in a while. Here's a recent exchange I had with Keen
Hi Keen, How can I order a replacement black and yellow bungee style lace for one of my Keen Newport sandals? My dog ate it, and I'm not sure where to get that kind of shoelace. Thanks!
And the response:
Thank you for contacting Keen Footwear! No worries on the laces, we'll gladly put a replacement system in the mail to you.
Pretty human-sounding for a big company. Plus, I'll get to start wearing my favorite sandals again if it works out. Now if they could solve my dog's chewing problems they'd really have a customer for life. ;)