I purchased a bag from Zappos.com and love it! However, the manufacturer of the bag had a design flaw in the cross strap lobster clasp which opened when strap hardware turned. Customer Service at Zappos.com was more that apologetic and accommodating. I explained the issue and the NEXT DAY a box from Zappos.com was on my front porch! Opened the box and new bag and strap. Not only did I receive emails giving me play by play of return and delivery, but next day a new bag, unheard of!
I give great kudos to Zappos.com and recommend them to you!