The don't even deserve one star, but picking zero isn't an option. We purchased an Ekornes Stressless recliner from a company called The Back Store (also known as Vitality Web). It's the third, and also most expensive, Stressless we own. It has also been the one w/ the most problems including the arm of the chair coming off. These are very expensive chairs that come w/ a guarantee; at least, that's what they tell you when you buy them. We contacted Vitality Web in November hoping to get parts to fix the chair. We went back and forth; they were going to order parts, but the arm had to be custom made, so it would take awhile. We got some little plastic rings in the mail, but were told (months later) that the would have to send a furniture tech out first. They contracted w/ a company called Palladio Services which subcontracted our repair to Classic Furniture. About a month ago, someone from Classic Furniture left my husband a message w/ a date and time that they would come look at the chair. The problem was that my husband had lost his phone and never got the message. They showed up anyway and, of course, no one was home, so we had to reschedule. The first time we called to reschedule, the woman who answered the phone said our "ticket was closed" and that we would need to contact Vitality Web to reopen it, which we did. We got an email letting us know that someone from Classic would call us, and, a couple weeks later, got another email indicating that they had tried to call but were unable to reach us, and wanted us to call them which we did; three times, before we finally got a call back. When the woman called us back, we made an appt. for today; May 5th. She indicated that she would let us know the night before an approx. time the technician would be there, which was fine. My husband to the day off so we were flexible. On the eve of May 4th, my cell battery was dead. I put it on the charger and checked messages this morning; one of which was from the woman from Classic, confirming the time, but also adding in a new requirement that she didn't mention before; her new requirement was that I must call her back "before this morning" to confirm the time; otherwise she would cancel our appointment. I called and texted her as soon as I got the message, but she refused to honor our appointment, based on my failure to meet her new requirement that I call her back last night. She was curt, rude, and came across that we somehow were expected to be at her convenience; at her whim. Even though I explained that I called her as soon as I got the message, and pointed out that her new condition that someone call her back to reconfirm an appointment we already had was NEVER mentioned before, she refused to honor our appointment. My husband has now wasted a day off. This is not a company interested in taking care of it's customers. Take your business elsewhere. read more