Extremely disappointed in the quality assurance and customer service offered by Moosejaw. I paid for a Fjallraven Backpack that arrived dirty, without all tags, and had USED items in the bookbag which included: a crumpled up Walmart bag, used hair ties, bobby pins, dirty old charm bracelets clearly from a summer camp, and crumpled up stickers. I then reached out desperate to customer service because my son starts school tomorrow. I opened the bookbag expecting to find a pristine condition bag that I could prep for my son's first day of school. Instead I am greeted with a used bag that clearly was not checked by whoever receives the returns. Unlike a normal company that would offer apologies and be appalled by the condition in which this item was received, I was greeted by a lackluster response as if this is to be expected. The offer was to exchange the product (while I pay for shipping?!?) that would not arrive until next week. Not to mention the nightmare of not having all the original tags on the used item I received. Will I be penalized further for your mistake? I am so thoroughly disappointed in the response and at the very least expected an apology and a refund for the mistake. Working in customer service and hospitality as a Sales Manager, I am appalled at how this has been handled. For a company that has "I guarantee that this will be the best customer service you've ever had" I expected a lot more. User's recommendation: AVOID.