Thanks for all the responses guys.
Nivek I appreciate your input, I wish more people shared your views. I know for a fact as a retail employee that courtesy service goes a long way and makes for a long term customer. You make me want to go to the local shops with boots in hand and see how they respond on the spot (being as I had no luck over the phone).
Eatsleep, I know you are right, I've been in retail for about 6yrs now, currently working at Dick's Sporting Goods while I'm in school. With internet shopping only advancing, service is really the last saving grace of the brick and mortar store.
I'm going to steal the gf's hairdryer and work on the heel hold like you said Nivek, that's the only issue with these boots. They are so comfy but I have wide feet and a narrow heel so its lifting a bit. Hopefully the heat molding fixes that. I'll report back.