I am writing to share my recent experience with your customer service team regarding a defective bag that was purchased as a gift. Unfortunately, this experience has left me quite disappointed, and I feel it is important to bring it to your attention. Three months after receiving the bag, the metal buckle broke completely, rendering it unusable. Following this, I reached out to your customer service department and was initially in contact with Sarah Ahmed. Regrettably, my interactions with Sarah were frustrating; I felt that my concerns were not adequately addressed, and I repeatedly had to provide the same information. This made the process more cumbersome than it needed to be. Eventually, I was referred to Melanie Blackwell, who was more responsive and willing to assist. However, despite her efforts, my issue remains unresolved to my satisfaction even after three weeks of communication. As loyal customers who have spent thousands of pounds on Osprey London products, both my parents and I are disheartened by this experience. It is our hope that this feedback can contribute to enhancing your customer service processes, as we expected a higher level of support given our past loyalty to your brand.