This has been a customer service dream. I contacted Outback asking if it would fit a certain size laptop which it couldn't, but they suggested it could be custom re-sized, for no extra cost. I took that chance to add a notch on the handle so it doesn't create the problem other customers mentioned in their reviews, where the straps end up slipping to one side of the bag when you're just holding on one side of the strap. And I am so over the moon with the results. My friend ordered the same bag in its original size with the same redesigned handle as mine and hers looks amazing too.
The only thing I would criticise is that my bag came flat packed and not stuffed on the inside. This meant that they had to fold the bag at the front and created deep and ugly wrinkles which was extremely disappointing. I'm wondering if this was because they had to use another type of packaging for my custom larger bag, as my friend's bag had slight wrinkles, but not nearly as deeply etched as mine. I have attempted to iron out the wrinkles but it's still there. This was the only mar to the whole experience.
Otherwise it's been an amazing experience and I would recommend this bag completely! Especially love that they're conscious about sustainability and making the bags custom with every order. This also means little requests that would personalise your bag would probably be accepted. I would just put a note to them to ensure bags are stuffed and not squished when shipped.