First, let me say that I've been a repeat customer of theirs and have bought mutiple bags, this is the fist negative experience I have. I know there are lots of fellow tPFers who have nothing but great experience with them. I am only telling my story so you will be aware that the same thing may happen to you. I bought a bag from their website, as usal, everything went through, I paid through Paypal, and I checked immediately aftewards to make sure the item was removed from the 'available' list to the 'recently sold' list, and it was. I was so excited and kept looking forward to hearing from them that my bag was on its way. Well, I got an email from them a day later, saying someone else had bought the item before I did,and they refunded my money. I checked their eBay listing, the same item was purchased a whole 7 hours after I bought it on their website, how could it be? They wrote back with a very crypted message, saying they didn't understand, it didn't go to the higher bidder, and will look into it. Later on that day, they wrote back to me, simplying saying someone else had bought the item from their website but his/her transaction didn't remove the listing from their website, but perhaps mine did. How reliable is their system? I'd understand they didn't have time to remove the eBay listing but even their own website is not reliable in preventing the same item from being sold to multiple customers??? For all I know there might have been other customers who thought they had purchased that bag!?! I now konw how the eBay customer must feel - that she got a good deal, only to be told later 'We are sorry'. It's very frustrating and disappoiting to have to deal with a situation like this. If I hadn't thought for a day that I was finally going to get my dream bag I wouldn't have felt as disappointed.