Being a London Fog product, I'd have expected to give this 5 stars. But when I retrieved it from the luggage carousel after a recent return flight (which is the first time I'd used it), the handle wouldn't retract beyond a few inches, making it impossible to roll or stack another bag, which was awkward because of the other bags I had with me. I'd inspected everything I could think of to fix the handle later, assuming at first that I might have packed something that blocked the mechanism. But that wasn't the case. Besides, the handle worked fine when I checked it in at the airport, so something happened between check-in and retrieval from the carousel. We all know that luggage isn't always handled delicately - to put it mildly - but I've traveled enough in my 50 years to know that regardless of rough handling, it shouldn't have caused  the retracting mechanism to fail. That never happened to any of my other bags with such handles.

Also, an exterior edge showed more wear than it should have (the green fabric had worn down in 1-2 places - and the bag was always used in a normal fashion.

If the quality and reliability were as I'd have expected, it would get 5 stars because otherwise it is well-designed with much thought put into the features. It's lightweight and elegant-looking, as befits a London Fog product.

(I returned it for a replacement, which was shipped immediately - thanks, guys; you made the process painless and easy! - but I haven't used the replacement yet. When I do, I'll review it. I'm hoping to be able to give it 5 stars. Stay tuned...
__________________________________

UPDATE: I'm updating this review and rating because the replaced item is perfect and I've had no problem with it. I must have received a dud the first time. 5 stars for the quality and the prompt and hassle-free customer service!