I love the products and think they are fantastic. You get 1 star because the Customer support was the worst I have ever come across. I ordered the Nest Backpack and the 10L cube which fits in the front of the backpack. I loved the backpack. But they sent me the 12L cube which does not fit at the front. Which is fine... Mistakes happen.... Note I ordered the backpack a week and a half in advance to make sure leaving enough time for delivery. The backpack and wrong cube was delivered... I contacted support and they replied asking for pictures a day later. I then sent the info. They then sent me a link to do a exchange another day later. I was never given a order number when I bought the products. I then emailed back... A day later I explained I have 4 days before going away on holiday and I ordered the specific backpack and cube for it. All I needed at this point was my order number. Nothing for 2 days... Then I get a reply with the exact same response and no order number. I then explain again I am going away and I don't have a order number to do the exchange. I then followed up that I need the 10L Cube asap. They made no arrangement to help even after explaining the situation. In fact they ignored all my emails asking for help and instead sent me a link to feedback after I did the exchange. The support was slow, no one actually responded to any of my complaints or my personal situation. There was no care whatsoever. They didn't bother to read my emails carefully. I asked to be in touch with a manager and I got nothing. Most other companies would have offered some level of compensation but not Tropicfeel. Excellent product but they need a new Service manager :)