These ppl are the worst! First of all their website is very misleading! A friend of mine ordered a chair thinking it was new but it's actually used/refurbished. It didn't say anything on the top. We only saw that it's refurbished at the very bottom where ppl can easily miss it. And their customer service is a joke.
If used chair is what you want, check Craigslist, Ebay, or FB market place where you can physically see the product before paying for it.