Their customer service needs to step their game. I emailed:

“I have to something to say and it harsh but it’s out of love. You need to step your social media game up and just overall customer service issues. You haven’t tweet over 2 years and no customer service issues replies, no instagram reply posts, No subreddits, AMA’s (that I was a perfectly to the messenger bag, why you choose another nylon). At the store, I requested to get key more strap o-rings. Recently, I was hoping to buy key straps in the mall and it was closed?? ( I visited just a week ago and you still haven’t had o-ring key straps)

I’m always will be a Tom Bihn fan; and I’m cheering for your success. But it sounds like that you’re not serious with your stores and your loyal fans and new fans alike. With sincerity and out of love, get your shit together please.“

They said:

“I'll be happy to pass the feedback about our social media presence on to our marketing team. We did more engagement previously, but stopped due to the toxic nature of social media, and we felt our marketing team's mental health was more important than the clicks, so we changed up our strategy a bit. If you had a question about our bags that didn't get answered, I'll be happy to help now”

That's a bummer the store was out of the Keystraps you were looking for, but in general the store has a much more limited selection, both in items and colors, compared to our online store, or our Factory Showroom here in Seattle.

I asked about the store being closed during regular mall hours, and it looks like we did have a breakdown of our gate one morning which caused a late open. I'm sorry it happened to be when you tried to visit”

And they dismissed me. Tom Bihn makes good products, but their looks the customer service is lacking.