I ordered a set of rattan and metal club chairs made by Nathan James through Bed, Bath & Beyond. When the chairs arrived, the rattan on one of them had unraveled. I called the number on the paperwork that came with the chairs and got a REAL LIVE PERSON! I was shocked! No recordings! Anyhow, the gentleman was so helpful and knowledgeable about Natham James and their policies. He told me that he would have a replacement chair sent immediately and it arrived less than a week later. The chairs are gorgeous - I also bought the matching loveseat by Nathan James through BB&B. They look fabulous on our lanai! And if that weren't enough, they sent me a small box of chocolates to say thanks for my patience as they straightened out everything. It actually arrived on my birthday (today), so the thought was extra sweet! I plan on sticking with Nathan James. We'll be shopping for a sofa and chairs soon, and I wouldn't go anyplace else - not when you receive customer service like this! Bravo, Nathan James!