I've bought three bags from Saddleback sister company, Forever41. They have excellent quality leather and great customer service! My bags always get great compliments. I'm very pleased with their products. Also, I love that they're altruistically minded and help people in need in Africa. Awesome company!
I have ordered several times from saddleback, and never had a problem. They have several ways of contacting customer service, and they always reply quickly and are helpful with any questions you might have.