The original bench came with a defect, I reported to Overstock.com and they immediately sent me a return UPS label to send back. Then, the next day I received a new tracking number for a replacement. It was easy, painless and I never had to speek to anyone. I can't believe that it was all handled quickly and efficiently through email. What a pleasure. The new bench is wonderful. Looks great in my guest room and is true to the description. I could not be more pleased.