Yeah the CS and quality control are what kept me from buying more at the time, but I still love the bags I have from them. They have held up very well. It's kind of crazy to me that they have had the same bags on their website for several years now, you would think they would deeply discount them by now to get them sold.I haven’t bought any and have sold all of mine. I became a bit disillusioned with their customer service and quality control. The Harlow is their best bag IMO!