I'm sorry to hear about the sagging of your bag. I personally do not like slouchy bags, that's why I went for the saffiano leather. After seeing so many saggy Hamiltons, I knew I made the right choice. Saffiano leather is more structured and I also hear it softens over time but like the regular leather. I do, however, think the weight of the lock and the lower setting of the handles are factors of the saggy-ness, and also depends on how much you stuff your bag. I don't think the MK store will do anything for your bag for it's a normal wear and tear type situation. But I would suggest that from here forward, to stuff your Hamilton all the way up, covering all 4 corners with tissue/wrapping paper/whatever to help keep its shape. I have the outlet version of the Hamilton and it's starting to sag due to the handles and the logo plate. Maybe you should try laying the bag down on its BACK rather than hanging it using the handles or having it sit upright on a shelf; this will help alleviate the gravity pulling down the leather, if that makes any sense.