I spoke with and customer support, after trying to get someone to answer the phone for over a year .Covid-19 seems to be the reason to or excuse not to perform. The representative said all she could do was send me the part and I would have to find a person to install it. I told her the chair was going to the dump and that is where it belongs. I will buy locally.we boughtwe User's recommendation: buy locally this product was sold through Costco, Costco said they no longer deal with this company so they also did nothing. buy from a brick and motor store so you can go back there or leave the merchandise on there door step. made in American means nothing when the persons running the company are greedy and low not productive.