First time I ordered from online LV, BUT, I placed the order BY phone with a lovely rep. That is where the good part ends. First IENA MM bag arrived & something told me to measure it: I was paying for an MM but what arrived was a PM (less money + smaller). Sent back. SHAME ON ME! - I placed a SECOND ORDER that included a wallet, key pouch and a BERRY MM bag. Guess what! - the bag measurements were that of a PM & the key pouch metal hook was frozen locked-in place. I sent back the key pouch but am STILL WAITING FOR THE REFUND!!!! I spoke with SIX, SIX, 6 REPRESENTATIVERES via phone: I was/am willing to keep the second bag but I want the difference between the MM & PM price. I even, as requested, sent 6 photos of the bag's measurements. SIX Reps later, no return calls, NO REFUND. What is the next step? Walking into LV NYC with an Attorney & loudly discussing my experience for all the customers to hear?