When I needed help - I got it!
When I emailed customer service due to an issue, I received very quick response from a real person. After that, we communicated back and forth to resolve the issue. Responses were always very quick with either questions or instructions to help resolve the problem. I felt like I was a priority and the communication was always very professional and courteous. And the customer care representative always checked in to provide updates and next steps. Outstanding customer service if you ask me! And I do love the Nova bag!