I decided I was in love with the large hamilton tote in tangerine (smooth leather not the embossed). I placed an order online on MK.com. I even paid for 2 day delivery. I got my bag and LOVED it, then I noticed that on the top rim of the bag, the "seal" on the leather edge was peeled off about a 4 inch section and the stitching was messed up there also. I called the MK customer service and the lady was great. She told me to box it right up, and take it to the post office. She said MK would refund me the cost for me to quick ship it back to them and would right away send me a non defective bag with 2 day shipping. She said as soon as they receive my bag they will immediatly send me the new one since its a defect and there are plent in stock. I got her full name also. So the next morning (the friday before last) I sent it two day shipping to MK which the CS rep said it okay and I got a reciept for the shipping. According to the post office it was delivered to MK last monday. I called MK last wednsday to see the status of my order...the man I spoke to was RUDE. He told me he has no idea if they got my "thing" back yet, and has no way to find out. He also said this "thing" (he kept saying thing, not bag) is now on back order so when they finaly get this THING (that they already have) they will reissue me a credit to my card within 14 buisness days. He says they cant just send me a new bag, I have to re-order....if I still want "this thing". He also has me fax them the reciept from the post office (which is what I expected to have to do) but said they may or may not refund my return shipping even if its defective.). Okay so I just got home from work and called MK to see if any update. I got a different woman than the first time and this lady was not helpfull at all. She said they STILL are not showing having my return yet (again, the post office confirmed delivery 6 buisness days ago). She said to call them back next money to see if they confirmed recieving it yet. So its sitting in a room for two full weeks before they even say "okay we got it". THEN she says, once they confirm they have it back, they can ONLY issue a credit back to my card which can take up to 14 buisness days to go back to my card. I can then re-order. So.....I get a seriously defective bag, am promised a speedy exchange with refund of return shipping....and then told twice after this that they WONT send me a new bag AND it can take up to 4 weeks for me to get the money back into my account to reorder???????????? I want to pull my hair out. Is this normal of MK? I dont ever EVER want to buy from them again!!!! I was going to purchase a pair of their shoes from Zappos (Zappos has bags but not this one/color) but now I dont even want to because im starting to hate this company. CRAZYNESS.