I am jumping in here just to say - I have not bought a bag from Sam (yet...) but I did send him some questions about one. When he replied he apologized for the delay of a few days, since he was out of town over a long holiday weekend. He was very kind, polite, and answered my questions fully - even telling me the bag I was inquiring about was very much like one I already have, and asking whether I might not be completely satisfied with two bags so similar.
So while I may not have bought THAT particular bag, I was impressed by his concern and willingness to counsel me on my prospective purchase, especially since he did not make a sale that day. But he certainly gained my respect, and I hope to get a bag from him in the future.