My purse needs the leather shoulder straps replaced. I've attempted to reach the company on 4 occasions to no avail. Very poor customer service. Kenneth Cole got my money and ran. In comparison, my Dooney and Burke was simple to reach and the zipper on my leather bag was replaced and returned looking almost brand new. Their fee was fair as well. If you sell quality merchandise, back it up with quality customer service. Obviously, Kenneth Cole is unsupportive of their customer base. Extremely disappointing. User's recommendation: Purchase Dooney and Burke products instead.