RelavelProfessional Makeup Case, Extra Large Travel Train Case Organizer for Women

I don't usually leave reviews but Relavel's customer service is so poor (I have since heard others have experienced the same thing). I bought the product mid last year, after 2-3months of not receiving anything, and several emails asking where my bag was, a bag finally arrived. However, it was not the bag I ordered (which was the back pack for obvious reasons), instead I received the extra-large normal case. When I emailed them to inform them of this, their response was "why don't you pay the difference for this bag and keep it instead of us sending the backpack"! No, I wanted the back pack because it was a backpack and it's what I ordered. Next, they had the audacity to ask me to pay for the postage back to China for their something that was their fault!! After SEVERAL emails back and forth, they finally agreed to have a courier pick it up. You would not expect to have to go through weeks of emails to rectify their mistake.Anyway, eventually the correct bag arrived, by which time it was Autumn. Since I received the backpack, every now and again, one of the strap clasps would release and the bag would fall off my shoulder (not ideal when I have smashable palettes in my bag). As you can see in the pictures (the faulty clasp and 1 normal clasp), the faulty clasp was already compromised and the plastic really thin. As I wasn't about to go through all the emailing back and forward, I just put up with it coming off every now and then. Until 2 months ago (6 months of irregular use) where it finally gave up, and the frail bit of plastic BROKE!!!! My bag dropped to the floor (I'm pretty tall) resulting in several blushes and eyeshadows smashing!Over a month of emailing later, after them initially saying I couldn't return it, they are now offering a replacement ONLY IF I send the FAULTY bag back to them in China! Which would probably cost me the same amount as the bag. Even though their website says "For 12 months after the date of purchase, we take care of all quality-related issues with a REPLACEMENT" ..... I don't see them "taking-care" of anything except for their rude emails.Find another brand, because Relavel are awful. After the initial months of being messed around when I initially purchased it, I thought I would never buy from them again, but this has solidified my decision.Poor Quality, Poor Customer Service!!