I've owned two of those, the first one I've sent in for repairs a couple times because of the straps and the second one I returned - even though it was on sale, I found the leather wasn't of the same quality which is probably why it was at the outlet. I'd contact CS or take it in for repair, especially since the aesthetic and functionality of the bag are excellent. As for a replacement bag, I'd take a look at the Medium Cedar Street Harmony by Kate Spade, the quality is superb, no issues with that bag or complaints, plus it has a top-zip. If you like the organization of the York Tote, there's the Multifunction Jet Set Tote by MK which is identical to the TB, plus the new ones have a top zip as well. Both the KSNY and MK are at similar price-points as the Tory Burch.