I emailed nalgene on this issue and they sent me a new bag very promptly. I have changed my review. excelent customer service!!! I purchased 2 sets of these. One for me and one for my 17 year old son. The bottle I love! Perfect size to not have a heavy bottle of water to cary everywhere. The LunchSkin sandwich size I used 2 times and the Velcro is coming off. The stitching is coming loose. Not very well made.