COUGAR Gaming | Gaming Chair | Black Terminator Office Chair - Ergonomic - Headrests, backrest tilt, Adjustable armrests and Height - 4D Metal armrests

I received this chair on July 26th and it was damaged on arrival. I originally wanted to exchange it for another one since I understand manufacturer defects happen. Unfortunately, they only offer returns and I would have to send it off until my refund came back, then reorder it. I contacted Amazon and they suggest contacting the company. I decided to go with using the warranty because the company seemed very responsive on the Amazon side. Directly communicating with Cougar has been a different story. I filled out the RMA form and got the ball rolling on new parts being sent off. Weeks went by and I emailed them asking for an update. They stated they should have new parts ready to send around 9/6 and they would schedule delivery with me asap. After that it went radio silent. Now I’m in a spot where I can’t seem to get any response from the RMA team and I feel like I spent quite a bit for a chair that came damaged. I will change the review if things end up resolved I guess, but that will have to wait.ACTUAL REVIEW OF THE CHAIRThe chair itself is built solid and made from pretty high quality parts. Seating position is great and the supports feel really good. Aesthetically the chair is gorgeous and very unique. I love the air cut out they have in the center so your back can breathe and I like the adjustable headpiece. The wheels are smooth and roll great. Overall, I like the chair and I don’t think the earlier complaints reflect on the actual product, only the customer service. I have a cougar conquer pc case that I’ve loved and I really like the products this company makes. Would hate for their customer service to ruin my overall opinion of them.