MGF
Updated for resolution
I leave my prior review below for context. I was contacted by one of the company founders. He not only apologized but resolved the issue with the backpack and the lackluster customer service experience. I am now a 4 product user of Stuart & Lau and highly endorse them. ----------------------------- Until last week I was a big Stuart & Lau fan. I have bought 3 products-briefcase, backpack and wallet. The backpack shoulder strap broke last week with the nylon webbing separating from the leather strap. I have had the backpack since Christmas and only use it when I travel so this is not normal wear and tear. Yet the company will not cover the repair and won't even provide replacement webbing for me to have the repair made. Sadly I'll move on to other products.