The difference between structural and cosmetic problems is significant. Loose joints, broken boards, wobbly arms, etc are certainly more important than the cosmetic issues. The ability to properly correct structural problems in your home is severely limited. If you suspect a structural issue exists, it is recommended that you request a technician to visit and inspect the product. If you suspect that the issue is structural, be sure to inform the service department when you call.
Furniture is a very personal item that is usually purchased from a base of emotions.
The furniture you buy represents more than just function, it represents you and your home. It is strongly suggested that you adopt a firm but factual approach while explaining your concerns. It is important to remain calm and polite. Retain your composure and listen carefully to the options presented to you. It does not benefit you to create an adversarial environment.