My parents purchased a couch, loveseat and a chair. The chair was the only one not motorized. We could barely push the recliner chair back. I actually couldn't do it at all.
When I notified the store in Pineville where it was purchased ,they offered to teach me how to do it.
They let me exchange it and I upgraded to one with tension. We picked it up and could not get the back piece to slide into the brackets that connect the pieces. When I called the Pineville store again they were not concerned. They put me through to customer service. After being on hold for over 30 minutes I hung up and called the corporate number. They were not helpful.
I was able to leave a voicemail asking for a service follow up for the new purchase. It has been 48 hours and I haven't heard from them yet.