I ordered thru a customer service rep and she was very helpful. The chair is beautiful but one side had a small defect. I did not want to send the chair back because of the hassle of returning it. I called and talked with another rep and she refunded me 15% of what I paid. The defected area was very small, so I was satisfied. They apologize for the trouble. I will order from them again. If anything goes wrong they make up for it.