The first chair I received had a cut in the back upholstery caused by I think damage to the shipping box.  I called Wayfair to get a replacement for that part and was told this manufacturer did not do that BUT that I could either get a refund or a replacement chair would be sent out at no cost to me.  In addition, I was told I could keep the other chair and either donate it or dispose of it as I wished.  The 2nd chair arrived in less than a week and all parts were in good shape.  I had to put it together by myself and the directions could have been a little more detailed but I figured it out and the chair is comfortable without taking up as much room as my previous office chair did.  Couldn't be more pleased with the product and the service.