Was furious when my bag didn't arrive in time for my cruise packing. Called customer service pretty heated and probably wasn't very nice (sorry!). But they overnighted a replacement bag at no charge AND gave me a full refund on the original order. The manager personally called to apologize and explain they had supply chain issues. The bag itself is absolutely incredible - I've never packed so efficiently in my 30 years of travel. They turned my anger into amazement.
