Excellent customer service and a really personal experience thanks to Jim. I bought a rucksack that didn't quite suit me. There was nothing wrong with the pack, it just didn't fit my body very well as the torso length was too long. Jim understood my concerns, answered emails promptly and offered some alternatives that weren't quite right. He then came up with a different idea that was an inspired alternative. A women's version of the same pack with a shorter torso length. It sounded perfect, the same features in a size that might fit me better. There were no qualms whatsoever about swapping the pack out for the alternative and it arrived the next day. It does fit better, but I've yet to try it properly. Communications were good, Jim understood what I was asking, gave sensible answers and always replied promptly. I couldn't ask for more.