This is an update to my previous review. I spoke to the manager Dan and he was able to ship a new chair out to me very quickly with no questions asked. The new chair was delivered at the exact time told to me by Great Escape. I am very satisfied with the service provided by Dan. The only reason this is not getting 5 stars is due to my initial phone call to report the issue, I felt the employee should have been more caring/attentive. It says a lot about a company who stands behind their product and makes things right by the customer. Well done.