Instruct: Classify Amazon reviews into positive or negative sentiment
Query: Good design, but poor quality & customer service

I like the design and convenience of this diaper changing pad, but after 1 month, the seam on the front pocket began unraveling leaving a hole in the front pocket. I contacted Skip Hop for a replacement. Customer service did not reply for 1 month. They arranged for me to return the product before I could receive a replacement. It is now 3 months later and I still have not received a replacement after contacting them numerous times.I also have a Skip Hop diaper bag which I've recently noticed has a defective buckle. It comes unlatched while I'm carrying it and the bag falls to the ground. Since their customer service is so poor, I've just switched to using another bag rather than to deal w/ another return.