The low marks relates to the customer service. On checking the tracking, it showed 'hand over failed to overweight package ' at the airport in China! A concern. On contacting customer service as I hadn't received the bag. They told me, to my dismay, it had been delivered and to check with neighbours. I sent email after email, with screen shots of THEIR OWN TRACKING. showing it never left China. Some idiot, kept sending me a screen shot of the bag being delivered to a 2nd floor warehouse....o