I bought the small tote--twice. The first time the inner pocket ripped but I loved the bag so I replaced it. The second bag developed the same problem. I called and they said I should send it to Quality Review, which I did (at my expense) never heard a word till I got a refund notice. No explanation. I called and was told that they would not replace the bag because I had it for more than 6 months. They also refused to allow me t talk to quality control or to send my original back. In this day and age why should a manufacturer not try to satisfy a customer? Poor quality, poor service!