My wife has been eyeing this exact bag for months and she saved $20 a week towards it for awhile. When it arrived, she opened it and found one of the strap buttons to be broken off, new out of the bag. She did a lot of research before buying this bag, so she was disappointed to find the durability fresh out of the box was not up to par. When we emailed customer service, they directed us to another email, and then once we emailed the second email we rec’vd quick responses - however, the process for return/exchange is lengthy and would require additional waiting, processing, etc. Thankfully, she paid $5 for the free return label although we had to buy a box. We are out $20+ for the 2-day shipping for a defective bag & we had to go out and buy another one while awaiting our refund. In our opinion, the company is great but having our very first purchase be a dud after all the research and effort made for this product ruined the excitement.
