I had posted earlier about my matinee having defective stiching on one of the wings causing a little gap between the suede and the leather. http://forum.purseblog.com/handbags-and-purses/a-little-dissapointed-but-great-customer-service-191365.html Well, I waited about 9 days after LunaBostont received the bag (confirmed by tracking number), thinking by then Rebecca Minkoff should have gotten the bag from LunaBoston, (Boston not that far from NYC) I called RM's office and asked how long would it take for the repair to finish. Jes looked and looked and could not find my bag. I panicked and called LunaBoston. LB said that they are going through the showroom for the return not the main office. So I called Jes and told her about this. She said that LB is probably waiting on a Return Authorization that's why it is taking a while to get the bag in for repair. She then offered to send me another dark grey matinee she has in the office for replacement instead of having me wait for the repair. I was simply speechless and floored by such great customer service. She shipped out that same day and I got it today. It was perfect just like the one I returned only no defects. Needless to say, now I am not only in love with RM's bags but also their great customer service. Jes, you are the best!!!