We have this cart. A caster broke on it and I started tracking down who to contact to get a replacement one. I don't have the instructions for it, so I had to look online. I found the web site and located the Contact Us link. I used it and, surprisingly and pleasantly, got a positive response back from the customer service branch. The replacement wheel arrived today. Now, instead of putting it in the trash, we will be using it for many years to come! Thanks for the great customer service!