This ordeal was about receiving a replacement pad for my Hefty Bench. The stitching was coming out. The process took months and numerous phone calls. Finally, a Titan rep said they would ship an entire bench to me whereupon I would switch the pads only and ship it back to Titan. I inquired why it would make more sense for Titan to ship just a pad. She said that could not be done. Fed Ex delivered the box with several large holes. I unpacked it and swapped the pads. Now I had to reinforce the box because it would never make the return trip without falling apart. I do not have time for all this. This will definitely influence future purchases. As you know you have competition.