I had to purchase a box to return the chair which my cost was not refunded, just the. Cost of the chair. The return ship label was emailed tome, the chair taken apart and repacked UPS was called for pickup. The box was not picked up after going back and forth with UPS I called wayfair customer service and the first person I spoke to said I was sent the wrong label for the P/U and she said she would email me another and then I would have to call ups to schedule a p/u......that did not happen. I called customer service again and spoke to Ria she took full responsibility and did what needed to be done to have the chair picked up. Finally after 7 days after the first p/u time, the chair was picked up thanks to Ria. I believe Ria would make an excellent head of customer service .....at the very least big fat bonus and raise.