We were looking for a specific size ottoman for our family room & having a challenging time to say the least, finding the one for our situation. We found this one, bonded leather storage ottoman, a perfect style and fit. To our disappointment, it arrived in a defective condition. Some how during the manufacture process a metal cleat or upholstery nail was pushed through the side of the lid and was protruding through the leather. Thinking this was going to be a real issue to resolve, I was not looking forward to the time we were about to give to this. Wow, I was more than pleasantly surprised, to say the least, at the quick and responsive help I received from the customer service rep, Ashley.. She quickly resolved the issue in not only an understanding way, but extremely efficient.  This was what I would call a "customer service finest hour"... I am very pleased.