Rob
Puckered Seams
The two seams on the bottom panel of the bag I received were significantly different. One was nice and smooth, the other was badly puckered. I asked to exchange the bag, but S&L refused my request because the materials used would “have a little bit of an irregular shape.” I responded by noting the significant difference between the two seems on the same panel—one was perfect (and looked exactly like the pics on their website) while the other was puckered and janky. They again refused to exchange the bag. I was very disappointed by this response from a company that trumpets its commitment to quality and craftsmanship (not to mention customer service). I won’t be purchasing any S&L products in the future.
Response from Stuart & LauJun 30, 2025
Hi Rob, We are very sorry that the Backpack fell short of expectations and appreciate your honest review here. The rubber panel on the bottom of our backpack is indeed stiffer and less pliable than other materials on the bag. This makes it super durable, but not always possible to control into perfectly flat seam lines specifically at the curvature where it rounds into the back of the bag — and some minor puckering can occur in that location. This is ultimately a design choice and tradeoff to ensure the bottom of the bag is hard-wearing and can take a beating. We understand that you had a different view, and felt that just going the route of a standard return (vs. sending a replacement) was the right solution based on what we saw in the photos. Thanks again for considering us, and sharing your experience. Best wishes, Stuart & Lau \\ [email protected]