I researched this chair before ordering and it received many good reviews. When it arrived it was damaged because the packing staples rubbed through the box and marred the leather. I called customer service and talked to Maggie Curtis. She was great. Ordered a replacement which came promptly, Unfortunately the same type of damage. Poor packing allows staples to poke into the leather. I called Maggie and she offered a full refund, a discount if I was willing to keep the chair or order another one with instructions to repack with extra protection. I ordered the chair a third time and it came as promised by Maggie. It was well packed and perfect. Love the chair due to her great customer service. She made sure I was a happy customer which is becoming a rare occurrence these days. Thanks, Maggie.