I have had this bag for over 8 years and beleive me it has taken some abuse. The other day I was pulling it up over the door jam in my home and the plastic handle cracked and broke. I called Crop-in-Style's Customer Service and asked if I could order a new top part of the handle. She said sure and took my order. When I asked how much it would be, she said it was no charge. They then shipped it FEDEX (again no charge) and I recieved it in 2 days. WOW! Talk about standing behind your product! My daughter had a similar experience and was sent the replacement part without any questions asked. I wouldn't hesitate to recommend this bag to anyone. Besides the great customer service it is the largest tote out there and holds a ton of scrapbooking supplies!