Update: The customer service is fantastic thatvthey deserve a five star! They went above and beyond with their job. They make sure they listen to you and they were never once rude. They even encourage you to make suggestions to improve their product. I am actually a repeat customer because I love my first Miss Fong tote convertible diaper bag., but that bag was kinda bulky to use for just a quick and short errands. So, I started looking for a smaller backpack, but I want it chick and slick. My search brought me to their product. Since I know their quality and style I didn't think twice of placing an order. This bag is actually perfect for my taste and style. I really like the back strap which makes it look light but stylish. However I've encountered some problems with my order, but they quickly reached out to me to fix it. I learned that they actually don't have access to what Amazon ships out from their warehouse. I made a mistake accusing Miss Fong, the company, of shipping out their flawed product, but upon communicating with them, it was clear that it'swho Amazon ships out their sellers' products and failed several times to check them if they're in right condition. So, I am calling out Amazon for letting their sellers customers' down. Sometimes a great customer service is all it takes to give a product your trust again. Like I said, its quality is top notch and their style, they really think it through.Update: I reordered the bag because I had a good shopping experience with my other Miss Fong bag. It was flawless including the tag. Inshort I was happy. This time, they did the right thing by shipping it out in a box. So no creases or marks of being pinned down during the shipping, but this bag still didn't have the tag on. I read all the reviews about this bag and sad and disappointed to know that they actually ship out used items that was pain brand new. To the point that one customer found a pepto tablet in one of the pockets. That is dishonesty. The bag that came today has scratches on the button and factory flaws??? As seen on the picture. I hate to return but I think I have to. Don't they have quality control? But this would probably be my last Miss Fong bag because of the said issues that I've encountered. I don't wanna take the risk next time because they were trying to trick me by charging stocking fee and other stuff for opening it from a plastic packaging and returning it. But how do you know what your getting if you don't actually open the package???The bag is a perfect size. Functional wise, it has a lot of pockets and compartments which is what I am looking for, but I hate that they shipped it in a pouch! Bags like this price should be shipped in a box. The bag that I ordered before this (which I returned because it was huge for what I wanted) was shipped in a box. So, it was spotless although it was just, "Like new". Of course as a new product, you expect it to be perfect and that's what consumers who's buying brand new items are after. That's why they're buying it brand new.