Edit#3: Finally assembled the replacement chair, found a few things that still make me unhappy with this chair. Customer support was great for getting everything set up. They sent me a replacement and gave me a full refund. I'm still not 100% happy with the assembled chair, it's just not quite as comfortable as the old office chair I had. This chair came packaged well, though there was a hole punched through the side of one of the inner boxes which was clearly damaged, all of the parts were intact without any major damage beyond the same/similar scuffs to the metal and chair that the last one. The chair itself is worth only a 3 or 4 star review, I'm not impressed and I have had better chairs for a little less - however, customer service was top notch and got everything taken care of above and beyond what I expected. Pros: *Customer service responded very quickly. They replaced the defective chair relatively quickly. I had my replacement within about 2 weeks between sending pictures of the chair to CS and getting the replacement sent to me. * I was able to assemble the replacement without any major issues. * The lumbar support and had rest are optional. Cons: *Chair is a little stiff/hard. *Designed for someone with a larger frame. I'm 5'3" and the proportions feel off like the seat back and seat are designed for someone taller, yet the arm rests sit low so they're unusable for me. *The chair smells heavily of chemicals. I don't have anywhere to let it just sit to air out so I've cut AC for now and cracked windows to try airing the chemical smell out of the room. *The parts are still miss-labeled vs what actually comes in the box for this item. You have to go by image and/or watching their video for instruction (I didn't bother with the video, I had practice with parts on it with my first defective chair from them and other chairs I've assembled). Edit #2: I just got the replacement chair today, looking like the holes are drilled in the correct locations this time and I may actually be able to assemble the chair. As before the instructions are only worth using as kindling and not going to be of much use for putting the chair together as parts and part numbers/letters don't match up so I'm guessing a bit still. I did upgrade my review to a 2 star as things appear to fit together! However, I am still waiting for the refund I was promised in a prior contact. The seller stated that they would give me both refund and replacement. I am waiting for contact back from the seller to see if this will actually happen. If it does I may upgrade my review again. Customer service so far has been very responsive though I was asked multiple times for photos - even though I sent them 18 different photos of all of the damages and differences between the product numbering and the instructions. As well as photos of the minor cosmetic damages both to the leather and the metal/plastic on the chair. Edit #1: Contacted the seller to return for a replacement initially, then changed my mind that I would prefer to have a full refund/return rather than keeping this item and indicated as much when I contacted them by email again. I did not want to risk getting another one and having the same/similar issues given other low reviews I read. I have been contacted by the seller and they are offering me a replacement & refund. I will be editing my review when I get the replacement chair. So far they are very willing to work with me. Initial review: This product arrived earlier than expected, however I immediately had multiple issues with this item. First, I do tend to use instructions to verify all parts/pieces are there when I get an order. On checking all items/pieces in the box vs the instructions this came with each of the items are labeled different from their instruction booklet. Not a big deal but it does mean you're matching piece to picture rather than being able to use their system to verify all the parts are there. Note the parts labeled '6' and '2' are labeled L1 and L2 in the book. R1, L4 and R3 are similarly non-existent for numbering/labeling in the instructions vs the product I actually received. Pictures attached of the miss labeled items too - it's printed on each item and there were not any of the little stickers or labels on bags which even corrected or contradicted the labeling printed on the items. The next issue I had is I noticed a lot of small superficial damages to the metal on the chair and minor scrapes to the leather on the back of the seat. As I was inspecting the seat I noted one of the sides where the screws would go in for attaching the side had some damage around it/the leather. Again, something I thought was cosmetic more than anything else. When I attempted to assemble this I stopped about half way through - I found the holes for the screws on the seat on both sides are spaced too far apart making it impossible for me to attach the back of the chair to the seat. I also tried flipping the part around to see if I was attaching it incorrectly, still about a half inch difference between where the screws should have been and where they were. You can see in my images that're attached where the damage on the chair where the holes were incorrectly drilled. Contacted the seller to return for a replacement initially, then changed my mind that I would prefer to have a full refund/return rather than keeping this item and indicated as much when I contacted them by email again. I did not want to risk getting another one and having the same/similar issues given other low reviews I read. *Edit - I have been contacted by the seller and they are offering me a replacement & refund. I will be editing my review when I get the replacement chair. So far they are very willing to work with me.