Upon arrival I noticed the caster wheels were already attached, except one. I found the one not attached in the bottom of the box and it was split where the chair inserts into the caster wheel. No big deal, just email Amazon and ask for a replacement caster wheel. Done. I continued with putting the chair together and the single screw/bolt that attaches the back of the chair to the wrap around armrests broke in half. The screw/bolt is partly inside the thread but there is no way for me to remove the armrests from the back of the chair at this point making disassembley impossible without breaking the chair. So between the single broken screw/bolt that holds the entire back attached to the armrest and the wheel that was broken upon arrival I am not very impressed. I have fully assembled the chair at this point and attached an old caster wheel in place of the broken one (same size and fit). The chair seems to be stable at this time but I don't think it is all that comfortable nor would I tempt this chair long term with the broken bolt only half way threaded in place. The seat base is shorter than my old chair, I feel like I am sitting in 2/3 of a chair. I also feel like someone is kneeing me in the lumbar section of my back. I am 6' tall and weigh 280lbs. Avoid this chair at all costs. I am currently awaiting to hear from Amazon about how to proceed. Shipping it back to them may prove difficult with the fact I can't remove the arm rests. Update 11/25/15 - Amazon emailed me back to inform me that they cannot send a replacement caster wheel, I would have to return the entire thing to them...I found this out as I had logged in to email about the bolt that snapped halfway through screwing it in. I then sent a second email asking them how I should go about returning this chair because I am unable to disassemble it due to the broken bolt. I received a second reply stating that they have shipped me a replacement chair at the "fastest shipping rate" possible. I had never asked for a replacement to be sent nor did I receive an answer to how I should proceed shipping it back when I can't completely disassemble it. I was also told I could cancel the replacement order if I wanted to. Well...at that time I still had no clarification on how I was to ship back the chair and sadly found out I could not cancel the chair because it was "already too far along processing" to do so. I emailed them back again, now the third time and received an email telling me I had these three options: 1.) If you're interested in keeping the Boss Office Products LeatherPlus Heavy Duty Double Plush Chair, 350-Pound, Traditional with the missing piece, I'd like to offer you a refund of $68.55, which is 30% off the price. To accept this refund, let us know and we'll issue the refund. 2.) If you can buy the damaged parts to a local store, please write us back the amount and we'll be happy to refund you for it. 3.) Otherwise, you can return the item for the replacement that was created. They never told me how to ship the chair back that I could not disassemble, despite asking yet again. Please note how they graciously offered me to keep a broken chair with a small refund or to fix it myself or they refund me the cost of the parts (What about my time and aggravation while doing so?), or return it when the replacement arrives! Again, they told me to return the chair without telling me HOW when I can't take it apart. I emailed Amazon a fourth time, with my frustration at not being told how to accomplish what they wanted me to do. After not hearing back in almost a 24 hour period, I contacted Customer Service by phone. The phone agent I dealt with was very nice...but she apparently could not grasp the broken bolt not allowing disassembly of the chair for shipping as well, despite being informed of the problem several times. She finally had an Aha! moment and got it. She then spoke with another department and her supervisor while I was on hold and told me I could keep the broken chair and the one they were shipping as a replacement as well. At this point I am frustrated to the point of defeat and tell them I don't want the chair that is coming nor do I want a defective chair. She told me to donate it. Donate a broken chair that is missing a caster wheel and the bolt holding the armrests secure is only halfway threaded and broken? Oh..roll it to the curb for trash then....Well, my trash company doesn't pick up things like this. And I was to refuse delivery of the chair when it arrived if I didn't want it. UPS never required a shipment, they drop things at my door and run as quickly as they can back to the truck. I can't recall the last time I actually signed for an Amazon order. Seeing there was to be no real resolution to this problem, I thanked her for her help and got off the phone. I noticed that I had received two emails from Amazon while I had been on the phone, one stating to keep the defective chair and that it would be refunded to me and a second stating the replacement chair was free and did not have to be returned. I had felt better for a brief moment, thinking Amazon realized that this had been a horrible customer experience and was trying to make up for it. Then it dawned on me that Amazon had been a little inept so far and I should confirm. Guess what... That was not the case. Another agent informed me that I had indeed paid for the defective chair, but that the new chair was really free and I could keep it without returning it. So... I get a broken chair which I paid for a replacement chair I can keep that I don't want at this time? Great. Thanks Amazon. That's really not any better for me at this point. I emailed them back yet again, relaying the entirety of the weekend's events and told them my thoughts of the entire process I had experienced over the weekend and that I would appreciate if a manager would look over all the correspondences and contact me. I received a vague response from another agent thanking me (it also included a bunch of canned comments that I had already seen throughout every single email I had already received? They must have robots or something working Amazon CS with the amount of copy and paste going on)for my time and that this would be forwarded on and action would be taken? Again, a vague response. What type of action? Does that mean I would hear from someone in management? I emailed again asking them to clarify if I would hear from a manager. Received another vague response apologizing for my experience and gave me a 15 dollar credit that would apply to my credit. I emailed back one final time asking for a manager to review the situation and to contact me. Another vague response with absolutely no acknowledgement of my request. I've used Amazon for years now, preferred to shop through them than most anywhere else. They have some really cool features to their service that are innovative. I've actually using Amazon because of them. However this experience with their customer service department that fail in reading comprehension, offer vague responses littered with copy and pasted lines, and their inability to answer a question asked directly makes me question using this company any further. I realize one customer leaving will not make an impact on their profits. That's fine. Maybe this issue would have been resolved if I had merely had the communication with a supervisor/manager as requested instead of being ignored. I have now spent around 4 hours of my time dealing with this order. I've tried to be detailed and communicate clearly through the whole process. I feel like I have had no closure to this problem due to the fact that I couldn't simply have a question answered after asking nor the fact that my request to speak to a supervisor/manager was ignored over and over. I wasn't asking to get something without paying for it. I never have thought that I should get to keep the defective chair and the replacement chair for nothing. I just simply wanted so
