The zipper on the second large compartment broke after only being used twice. My third trip came after the 30 day return window and I couldn't find any other exchange options. I think the company either regularly produces poor quality products or has poor QAQC. If you're willing to risk $80 on what might end up being a "use twice then throw away" rental, do it. (Great bag otherwise. Only other negative: it wasn't as comfortable as I would have liked for walking.) As for the rating of the bag itself, otherwise: Why I ordered this: I travel quite a bit for work and was at looking for a bag that can be used as stylish carry-on luggage and is also practical for traveling between city conference venues. I have large bags, but I wanted something that I can travel with easily, that only has the essentials, but is big enough for a few files, my computer cords, and my phone chargers. The idea of an urban style backpack seemed perfect to me. Appearance: I don't really like the lacquered reptile leather accents, but this part doesn't dominate. Black neutral work, not too thick but not thin, rather rectangular in silhouette. It's not particularly pretty, but there's nothing wrong with that either. Function: good space balance, separate compartments to keep things tidy and keep them running smoothly. I was happy with the general location and could see a lot of good in it and thought it would be great for keeping things organized when travelling. Too bad it didn't live up to its potential. (The water bottle pocket is too shallow and only fits small bottles. Great for conference papers, but not ideal for regular-sized refillable bottles.) Comfort: It wasn't as comfortable as I expected; Shoulders hurt after a while. I'm not weak but I'm smaller so maybe it works for others. at all. The lap straps work wonders for relieving stress on the shoulders and I try to walk whenever possible. It would be a good idea not to carry any of these REI backpacks if you want comfort. I use them enough on the trails.) Quality: Outside zipper broke on my third ride with it (no laptop compartment, but a second large compartment). There was no pressure on the zipper, no constraint. The bag was not overfilled in terms of volume or weight. Inside was a laptop and some files. I put the bag down, went to open it and noticed that the sides of the zipper had parted down the middle, leaving a big hole where the zipper should have been. Couldn't figure out when I tried to unzip. Completely given up. Other than that I don't know how the rest of the bag fares in terms of quality as a broken zipper will render the bag unusable for its intended purpose and take up space in my closet.
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