I bought this chair last month, just before it went on sale. When it was delivered last week, assembly was pretty straightforward. I think it took about 20 minutes. But when I took if for a "test run", not all of the wheels swiveled correctly. I could move freely for 8-12" and it would then tighten up some. If I could move fairly smoothly side to side, then some of the wheels would totally lock up when I move forward. Because I figured one or more of the cheap plastic wheels was causing the problem, I took the 'in-line skate' type wheels off of my old chair and replaced the wheels that came with the chair. This didn't help, the wheels still only roll when in a particular position and if you swivel any at all, some of them drag because they are locked up.
So, I was going to return this chair and re-order another. That's when I learned that the chair had been marked down $40- and is now OUT OF STOCK. UGH! I tried to contact the manufacturer at the phone number on Sam's Club description to see if I could get a new base. That 800 number is WRONG, you will reach a slightly irritated operator at CULLIGAN WATER headquarters in Iowa. It took me the better part of a day to find any valid information (other than the many places where you can purchase their chairs and filing cabinets) for the "OIF" company.
To save you that time, OIF is part of ESSENDANT CORP based in Deerfield, IL. The "customer care" number is 800-733-4000. When you call, have a sandwich and a cool beverage ready. You will wait on hold for a good long while. The first time I held for about 15 minutes (with crappy, static enhanced music) before it began to ring. Unfortunately, all it did was ring... and ring... and ring. After 25+ rings, I hung up and tried again. It was about 20 minutes the second time, but I did reach a representative. After explaining my problem, she asked me what it was I wanted. (Seriously!) I repeated that I would like to get a new base as there was nothing wrong with the rest of the chair. I was hoping that they would provide one, but for a reasonable cost I was willing to buy it. She said she would "look into what could be done" if I would hold while she did so. Sure, why would I NOT hold at this point? After a time, she returned to tell me that the base is "...not a warranted item and cannot be obtained." Therefore, her suggestion was to return the chair to Sam's for a refund-- and perhaps they could recommend another chair I might like, or maybe they could back-order one for me.
After spending more than a month looking at hundreds of chairs, I finally selected this one- and now I can either live with a defective chair (that might end up damaging the floor) or start looking again. I don't understand why manufacturers think it is better to trash something - especially a large item- rather than replace the single part that isn't working.