While I have yet to receive my custom order chairs (they haven't arrived yet) so I can't comment on the quality etc., I did have very positive experiences with all of the concierge staff I dealt with for both orders (I had a number of questions etc.) The only problem I encountered on both orders was with the website and the ordering process - was never able to make it work - found it quite frustrating - however the concierge folks handled it for me. Looking forward to seeing my new chairs and coffee table!!