We love our new headboard, footboard and side rails. The headboard came in a box that when opened appeared to have been shaken or already opened. Nothing was packaged the way it should have been. The headboard had a deep gash and another board  was cracked off at one end but, the bed could be put together and the gash was not visible once the mattress was put on the box springs. Customer service was contacted and they offered to replace or credit my account a reasonable amount for damage.