Don't purchase the roller backpacks. We ordered a personalized mackenzie rollerback pack and it came defective. The handle would not come out. They replaced item quickly but with another defective backpack. Noone in customer service was too knowledgeable about the product. Problem is we now have lunch box and matching water bottle personalized as a set but no working backpack. Cannot make returns on items that have been personalized. We are stuck and out a lot of money. Cheap parts! I would rather go with LL Bean next time which had better reviews.
We are sorry to hear about your bad experience and we are more than willing to assist you in any possible way we can. We have always been known for the quality of our work and we regret to hear about this. Please provide us your order number via Live Chat on our website so we can further investigate on this matter. Thank you for contacting us.