Has anyone else had a bad experience with Kooba's customer service? I have a Kooba bag that I bought on Kooba.com and carried about 4 times before one of the pocket grommets came off. I filled out the contact form on the site, requested a repair and included my order number. I got this response: Dear Kooba Online Customer, Thanks for contacting us! Unfortunately we cannot accept returns or repairs that were not purchased directly from our website. We recommend contacting the original store it was purchased from and inquiring about their exchange policy... First off, I DID purchase it on the site, and I included THEIR ORDER NUMBER! Secondly, even if I bought it elsewhere, they should still be responsible for the quality of their product. Thirdly, no apology, no "We're so sorry that you're having trouble with your bag." I called their phone number and was just as frustrated. Their customer service is managed by another company -- One Stop E-Commerce -- and they are not terribly useful. Instead of just arranging the repair, they said they would have to contact the corporate office and it would take a WEEK before they could get back to me to let me know IF they would repair the bag. After another week, they arranged to have the bag repaired but it will take another 6 weeks, basically a total of about 2 months from when I first contacted them. I find this completely unacceptable. I have 3 other Kooba bags but will never purchase another one after this experience. I have had more acceptable customer service on $20 items from Target than this supposedly $600 item. My warning -- stay away from Kooba. They do not stand behind their products.