I purchased a purse and 4 months later the lining tore. I have several MK purses. I sent pictures at the request of Customer service (3 times). I was then advised that I needed to send the purse back for inspection. If it was a manufacturers defect the would fix the purse (Sorry, fix?) or replace (that is what a good company does). If it determined not to be a manufacturers defect they send it back with an "oh well". I called and had to ask for a supervisor 3 times and 20 minutes later a spoke with someone who said, sorry that's how it works. So to recap... I send it back (mail time 5-7 days), wait for a decision (2-3 days, wait for repair (unacceptable option)or replace (2-3day), mail my purse back (5-7 days. Not very convenient for the customer, espicially for a purse that is four months old...never again. I would never have anticipated the tear in the purse or that after 4 months I would have an issue getting satisfaction. Will never buy another MK purse again. You. need to reexamine how you treat your customer...especially the loyal ones